Job Description
Team Leader - Customer Service
Liverpool (Hybrid - 2 days onsite per week, with flexibility)
£28,000 - £33,000 per annum
37.5 hours per week | Shifts: Monday to Sunday, 8:30am - 8:30pm
Includes Bank Holidays | Full-time onsite training initially
Brook Street is proud to be working with a market leader in customer service, supporting some of the world's leading brands. We're looking for an experienced and motivated Team Leader to join a fast-paced, high-performance environment and lead a team of Customer Service Associates.
Key Responsibilities
1. Lead and develop a high-performing team to deliver exceptional customer service.
2. Resolve customer queries with a 'Right First Time' approach.
3. Coach, motivate, and inspire your team to meet and exceed targets.
4. Build a positive and engaged team culture that promotes service excellence.
5. Communicate key campaign performance insights to stakeholders.
6. Drive continuous improvement in the customer journey and team performance.
7. Identify and escalate service issues or emerging trends.
8. Deliver both individual and team KPIs effectively.
9. Work flexibly within a 7-day operational shift pattern.
About You
10. Proven leadership experience in a contact centre or high-volume service environment.
11. Skilled in performance coaching, team development, and situational leadership.
12. Strong people management skills with the ability to motivate and influence.
13. Passionate about delivering first-class customer service.
14. Organised, quality-focused, and detail-oriented.
15. A confident decision-maker with commercial awareness.
16. Resilient, proactive, and self-motivated with a strong work ethic.
17. Excellent interpersonal, verbal and written communication skills.
18. IT proficient, especially with MS Office and general systems.
Brook Street NMR is acting as an Employment Agency in relation to this vacancy.