Customer Service Team Leader
Location: London, hybrid working (3 days from home per week)
Salary: Up to £40,000, with excellent benefits
Reports to: Head of Services
Team: Manages 2 Services Administrators
About the Role
A respected professional membership organisation is seeking a Customer Service Team Leader to manage a small team of Services Administrators and ensure the smooth delivery of their services portfolio. The organisation provides a wide range of support to its members and affiliated partners, with a strong focus on operational excellence, quality, and service.
This hands-on role involves leading the team, managing service delivery, and handling customer or service-related complaints, while contributing to process improvements and operational efficiency. Full training on systems and processes will be provided.
Key Responsibilities
Team Leadership
* Lead, support, and develop 2 Services Administrators
* Foster a collaborative, high-performing team culture
* Delegate tasks effectively and monitor workloads
Service Coordination
* Oversee day-to-day service operations, ensuring quality, efficiency, and compliance
* Handle customer complaints and service-related queries professionally
* Monitor risks and implement appropriate mitigation
Operational Support & Process Improvement
* Work with Finance, IT, and other internal teams to ensure services and processes are effective and fit for purpose
* Identify opportunities to improve workflows and operational efficiency
* Maintain accurate records and reporting
Stakeholder Engagement
* Build strong relationships with internal colleagues and service users
* Gather insights to inform service improvements
Experience & Skills Required
* Proven team leadership or line management experience
* Experience managing customer complaints or service-related queries
* Excellent administration and organisational skills, with strong attention to detail
* Effective problem-solving and decision-making skills
* Strong interpersonal and communication skills, both written and verbal
* IT literate – comfortable with MS Word, Excel, PowerPoint, and online systems
Why Apply?
* Hybrid working – 3 days from home per week
* Opportunity to lead and develop a small team
* Hands-on, varied role with scope to grow skills and influence service delivery
* Work within a well-respected professional organisation supporting a diverse and engaged membership base