Job Description
Job Title: Customer Service Team Leader
Contract Type: Permanent
Salary: £39,912.07 (£43,869.98 after 12 months of successful performance)
Working Hours: 35 hours per week, full time
Working Pattern: Monday – Sunday between 7am – 10pm with the requirement to work 1 in 4 weekends
Location: Liverpool, Speke
About the Role
Provide strong, values‑led operational leadership, ensuring a resilient support structure within the Customer Service Centre. You will lead and develop a multidisciplinary team delivering a high‑quality, right‑first‑time, customer‑focused 24/7 omni‑channel service to internal and external customers, driving inclusivity, responsiveness and continuous improvement.
Take accountability for team performance, leading coaching, motivation and development, while ensuring effective adherence management across all service channels.
Responsibilities
* Lead and support a high‑performing call centre team
* Manage KPIs (FCR, AHT, Quality) and drive improvements
* Handle escalations, performance reviews and underperformance
* Analyse performance data to identify trends and improvements
* Produce regular reports and share insights with stakeholders
* Deliver coaching, feedback and training support
* Address skill gaps and support career development
* Build a positive, inclusive team culture
* Lead team meetings and promote engagement and wellbeing
* Ensure resource levels meet demand
* Support process improvements and system changes
* Maintain compliance and service standards
Essential Qualifications
* Data driven & evidence‑based experience in leading high‑performing teams
* Business focused with a strong willingness to monitor and deliver KPIs and drive team performance
* Experience in providing on‑the‑job coaching to support staff
* The will to challenge the status quo and make difficult decisions
* High energy and able to positively challenge when required
* Strong leadership and people management skills in a contact centre environment
* Excellent communication and interpersonal abilities
* Analytical mindset with proficiency in Excel and other reporting tools
* Ability to handle pressure when the going gets tough and make decisions quickly
* Passion for customer service and team development
Desirable Qualifications
* Experience of working in a social housing environment
* Experience of utilising CCaaS solutions to manage customer interactions across various channels such as telephony, email, chat and app
Benefits
* Competitive pay & generous pension
* 25 days holidays plus bank holidays
* Flexible working options available
* Investment in your learning, personal development and technology
* A wide range of benefits
Diversity and Inclusion
We are inclusive. We value diversity in all its forms and foster a workplace where all individuals are respected, empowered and heard.
We are a Disability Confident Employer and operate a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role, they will be guaranteed an interview.
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