Are you a confident communicator who thrives in a fast-paced environment? Angling Direct, the UK's leading fishing tackle retailer, is looking for an enthusiastic and reliable Customer Service Team Leader to join our friendly team. We are seeking a motivated individual to join our team as a Customer Service Team Leader in our Rackheath Head Office to help us continue delivering exceptional service and expert advice to our customers. If you are ready to cast your line into a new opportunity, Angling Direct is the place for you! You’ll need to be confident, quick-thinking, and tech-savvy, with excellent communication skills and the ability to multitask in a fast-paced, customer-focused environment. The Customer Service Team Leader role will be responsible for optimal productivity for the department by developing, overseeing, and regulating various work procedures. Working closely with the CS Manager, IT, Warehouse and Shops, the Team Leader will be high performing with a real passion for delivering results and driving the business agenda forwards. This position is also responsible for discovering, documenting, and supporting thedesign of effective processes, procedures, and methods to run a fully optimized CS department. The Team Leader will be expected to work weekends and shifts as the business requires. The Team Leader will work closely with the Customer Service Manager ensuring the smooth ‘day to day’ running. The Team Leader is expected to run the office in the Managers absence and will be responsible for all managerial duties during this time.The Team Leader will be a role model of exemplary behavior and high performance with areal passion for delivering results and driving the business agenda forwards. Job Responsibilities: • Bring full knowledge and expertise related to retail CS operations, workflows, systems, operating models and best practices. • Identify, create and maintain best practices and procedures to enable optimum performance. • Identify root causes and improvement opportunities. • Provides expert advice and training to the CS team to ensure best- practice. • Work collaboratively to support decision-making and process documentation, while helping to ensure the goals of departmental initiatives are met. • Assist with ‘day to day’ CS activities as required. • Additional Team Leader duties as required • Work closely with all staff to ensure the team meets and strives to exceed expected targets. • Assist the Manager in the running of the team. • Deal with issues that arise from staff or customers (complaints, grievances etc) Required Qualifications & Experience: • Strong communication skills. • Previous experience in a customer service environment. • Strong verbal and written communication. • Ability to manage and measure work and give constructive feedback and direction. Key Supporting Competencies: • Action Orientation • Peer Relationships • Customer Focus • Listening • Conflict Management Why Join Us? Hybrid working, 3 days in the office Supportive, social team environment Meaningful experience in a dynamic, customer-focused department Build your skills in communication, systems, and conflict resolution Make a difference – every customer interaction counts