Location: Loudwater, High Wycombe Salary: Circa £50,000 Contract: 12‑month Fixed Term Hours: 9am-5pm Hybrid: Potential once probation is completed (1 day per week) Our fantastic client is seeking a confident and experienced Senior Customer Service Team Leader to join them on a 12‑month fixed term contract (due to a secondment). This role is ideal for someone who thrives in a leadership position and enjoys helping teams deliver first‑class customer service. You'll take responsibility for a group of Customer Service Team Leaders, providing guidance, motivation, and clear direction. Your focus will be on driving team performance, developing strong leaders, and maintaining exceptional customer experience across the department. Duties include Leading and supporting Customer Service Team Leaders, helping them bring out the best in their teams Monitoring performance and ensuring KPIs and service levels are consistently achieved Encouraging continuous improvement and championing best practice Using performance insights to guide actions and improvement plans Assisting with recruitment, onboarding, training, and ongoing development Acting as the point of escalation for complex customer issues Skills/Experience Previous experience in a senior customer service or contact‑centre leadership role Proven ability to manage and coach leaders Strong analytical skills with the ability to transform data into meaningful action Effective communication and stakeholder‑management skills A genuine dedication to delivering an excellent customer experience Please note that we will only contact those candidates that we assess as suitable for the positions we have currently available based on their experience, training, and skills. If we do not have anything suitable, we will not keep your CV for more than 30 days. As an equal opportunity employer, Bucks and Berks Recruitment is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply.