Customer Service Team Leader Location: Bellshill Department: Call Centre Reporting to: Service Delivery Manager Contract : Full-Time | Permanent Salary: 32,000 The Role At Saltire Facilities Management, we deliver service excellence through strong leadership, accountability and teamwork. We are looking for a proactive and driven Customer Service Team Leader t o lead our Call Centre team. This role is responsible for the day-to-day operational management of the department, ensuring performance targets are met, service standards remain high, and our customers receive a consistently excellent experience. You will play a key role in coaching and developing team members, improving processes, and ensuring operational efficiency across the function. Key Responsibilities Leadership & Team Development Coach, mentor and develop team members to enhance skills and performance Support ongoing training to ensure full understanding of processes and systems Conduct regular one-to-ones, performance reviews and development conversations Carry out return-to-work interviews in line with company policy Manage holiday requests and staff rota planning Always ensure adequate staffing cover Operational Management Oversee the daily, weekly and monthly running of the call centre Monitor call statistics and performance metrics, taking action where required Ensure quality monitoring of calls is completed consistently and to standard Conduct daily, weekly and monthly checks on operational spreadsheets and reports Pull and distribute open job reports to relevant teams Liaise with operational supervisors regarding manpowe