Customer Service Team Leader
About the Role
We're seeking a dedicated Customer Service Team Leader to join our growing team. You'll be one of three Team Leaders, collectively responsible for supporting and guiding a team of around 20 customer service advisors. Working closely with your fellow leaders, you'll play a key role in ensuring the smooth day-to-day running of the department, driving performance, and maintaining the highest standards of customer care.
Key Responsibilities
* Lead, coach and motivate a team of advisors to deliver excellent customer service.
* Oversee daily operations, including monitoring call volumes, response times and service levels.
* Work collaboratively with the other Team Leaders to ensure consistency and efficiency across the department.
* Analyse performance data and customer feedback to identify areas for improvement.
* Take ownership of escalated queries, resolving them quickly and professionally.
* Provide training and ongoing support to team members, helping them develop their skills and confidence.
* Foster a positive, supportive and inclusive team culture.
* Contribute to the development of policies and processes that improve service delivery.
About You
* Previous experience in a customer service leadership or supervisory role (minimum 2 years).
* Strong people management skills with the ability to inspire, support and develop others.
* Excellent communication skills, both verbal and written.
* Confident in handling difficult conversations and resolving conflicts effectively.
* Comfortable interpreting data and using insights to make sound decisions.
* Knowledge of the waste management sector or related regulations would be an advantage, though not essential.
* Benefits
Benefits:
* Company events
* Canteen
* Company pension
* Cycle to work scheme
* Discounted or free food
* Gym membership
Schedule:
* Day shift
* Monday to Friday
Experience:
* Customer Service: 3 years (required)
* Management: 2 years (required)
Job Type: Full-time
Pay: £27,000.00 per year
Benefits:
* Additional leave
* Casual dress
* Company events
* Company pension
* Cycle to work scheme
* Discounted or free food
* Gym membership
* On-site parking
* Referral programme
Ability to commute/relocate:
* York: reliably commute or plan to relocate before starting work (required)
Education:
* GCSE or equivalent (required)
Experience:
* Leading a Team: 2 years (required)
Work Location: In person