Customer Support Team Leader

We re recruiting on behalf of a growing, values-led organisation that is investing heavily in its customer experience. This is an excellent opportunity for an experienced Customer Support Team Leader to take ownership of a multi-channel support function and play a key role in shaping service delivery, team performance and customer satisfaction. You ll lead, coach and develop a Customer Support team delivering high quality service to a diverse customer base, including private customers, therapists, internal sales teams, UK distributors and export partners. The Role As Customer Support Team Leader, you ll be responsible for the day-to-day leadership and performance of the Customer Support team, ensuring service levels, KPIs and customer experience standards are consistently achieved. Key responsibilities include: Leadership and Team Development Lead, motivate, and develop a Customer Support team through regular 1:1s, coaching, and performance management Manage appraisals, probation reviews, PDRs, and performance goals Allocate workload and inbox ownership to ensure service coverage and KPI delivery Identify and address underperformance early, working within HR processes Recruit, onboard, and train new team members as required Deliver ongoing training, call coaching, and side-by-side sessions to build commercial awareness and tailored communication skills Customer Experience and Service Quality Help shape and deliver a clear customer experience strategy alongside the ..... full job details .....