Overview
Customer Service Team Leader — Cardiff — to £32k depending on experience
We are looking for an experienced and motivated Customer Service Team Leader to join an established business supporting the retail sector. This is a great opportunity for someone who enjoys leading from the front, developing people, and driving high standards of customer service.
The role
* Manage and support the customer service team on a day to day basis
* Monitor and drive performance to ensure KPIs and service targets are achieved
* Conduct regular coaching sessions to support team performance and development
* Assist team members with personal development plans and career progression
* Provide clear performance reports and updates to senior management
* Identify opportunities to improve processes, efficiency, and service quality
* Handle escalated customer queries and support the team with complex situations
* Maintain a positive team culture focused on collaboration and excellent customer outcomes
The person
* Previous experience in a Customer Service Team Leader / Supervisor role
* Strong leadership and people management skills
* Experience managing performance against KPIs and service metrics
* Confident delivering coaching, feedback, and development support
* Strong organisational and reporting skills
* Ability to motivate a team and maintain high service standards
* Excellent communication and problem-solving abilities
In return
* Opportunity to join an established and growing business supporting the retail sector
* A collaborative and supportive working environment
* Ongoing training and development opportunities
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