Customer Services Team Leader

Are you the kind of leader who can keep a team motivated, performance high, and customers happy - even when the pressure is on? This is an opportunity for a hands-on leader who enjoys being in the thick of a fast-paced operation - coaching people, driving standards, solving problems in real time, and leading from the front when it matters most. As Customer Services Team Leader, you''ll lead and support a team of Customer Service Advisors across a busy multi-channel environment, ensuring service delivery, quality, compliance, and customer experience remain consistently high. This role combines people leadership with operational responsibility - ideal for someone who enjoys coaching teams, improving performance, and making quick, confident decisions in a live operational setting. You''ll play a key role in shaping culture, embedding best practice, and helping create a high-performing and collaborative customer service environment. Day to Day Lead day-to-day operations for your team, ensuring service levels and customer outcomes are achieved Coach, support, and develop Customer Service Advisors through regular 1:1s and performance management Monitor workload, demand, and capacity, making real-time operational decisions Support live customer interactions during peak demand periods when required Manage performance, quality, attendance, and conduct consistently and fairly Handle escalated customer queries, complaints, and risk-based decisions professionally Complete quality ..... full job details .....