Customer Service Team Leader

My client is a well-established retailer known for delivering premium products and outstanding service long after the sale is complete. As their customer base continues to grow, they are seeking an experienced Customer Service Team Leader to oversee the day-to-day operation of their customer support function. This role is ideal for someone who enjoys balancing team leadership with problem-solving. You'll be responsible for supporting a team that manages everything from general enquiries through to warranty claims, service coordination, and customer issues that require investigation and resolution. You'll be the go-to person when challenges arise, ensuring customers receive a positive outcome while maintaining high service standards across the team. About the role: Lead and support a team of Customer Service Representatives Act as the escalation point for complex customer enquiries and complaints Assist customers with troubleshooting product-related issues and concerns Coordinate resolutions for customers experiencing product faults, breakdowns, or servicing requirements Work closely with internal teams and external service providers to achieve positive customer outcomes Monitor team performance and provide ongoing coaching and development Ensure service levels and customer satisfaction targets are achieved Manage customer concerns through to resolution with professionalism and empathy Identify opportunities to improve customer service processes and workflows Analyse customer feedback and implement service improvement initiatives Assist with workforce planning, scheduling, and team coordination Prepare reports and provide insights on customer service performance This is an office-based role, 8:30 am - 5:30 pm Monday to Friday My client is a well-established retailer known for delivering premium products and outstanding service long after the sale is complete. As their customer base continues to grow, they are seeking an experienced Customer Service Team Leader to oversee the day-to-day operation of their customer support function. This role is ideal for someone who enjoys balancing team leadership with problem-solving. You'll be responsible for supporting a team that manages everything from general enquiries through to warranty claims, service coordination, and customer issues that require investigation and resolution. You'll be the go-to person when challenges arise, ensuring customers receive a positive outcome while maintaining high service standards across the team. About the role: Lead and support a team of Customer Service Representatives Act as the escalation point for complex customer enquiries and complaints Assist customers with troubleshooting product-related issues and concerns Coordinate resolutions for customers experiencing product faults, breakdowns, or servicing requirements Work closely with internal teams and external service providers to achieve positive customer outcomes Monitor team performance and provide ongoing coaching and development Ensure service levels and customer satisfaction targets are achieved Manage customer concerns through to resolution with professionalism and empathy Identify opportunities to improve customer service processes and workflows Analyse customer feedback and implement service improvement initiatives Assist with workforce planning, scheduling, and team coordination Prepare reports and provide insights on customer service performance This is an office-based role, 8:30 am - 5:30 pm Monday to Friday About You: You have proven experience as a Customer Service Team Leader, or similar leadership role You have experience leading a customer service team within a retail, service, trades, appliance, automotive, technology, or similar environment You are confident managing customer issues that require investigation, troubleshooting, and problem-solving You have experience handling escalated customer concerns and complaints You enjoy finding solutions and taking ownership of customer outcomes You have strong leadership skills and enjoy coaching, mentoring, and developing people You have excellent verbal and written communication skills You are analytical and enjoy identifying process improvement opportunities You are commercially aware and understand the importance of customer retention Benefits: This is an opportunity to join a business that genuinely values customer service and recognises the importance of strong leadership. You'll have the autonomy to make improvements, the support of an experienced team, and the opportunity to further develop your leadership career within a growing organisation. On offer is a competitive salary package, a collaborative team culture, and the chance to make a meaningful impact. #J-18808-Ljbffr