Customer Service Team LeaderAre you an experienced people leader with a strong operational mindset and passion for customer service excellence?We're looking for a Customer Service Team Leader to drive performance, develop talent and ensure exceptional service delivery across our department.This is a pivotal leadership role, responsible for motivating and developing your team while ensuring operational efficiency, compliance and commercial performance.The RoleAs a Team Leader, you will:Lead, Motivate & DevelopLead, coach and mentor your team through structured development and regular feedbackConduct effective 1:1s and performance appraisalsPromote teamwork aligned to Speedy ValuesInfluence behaviours and foster a professional, high-performing cultureManage disciplinary matters in partnership with the Customer Service Manager and HR Business PartnerEnsure all team members receive appropriate induction and ongoing trainingOperational & Performance ManagementPlan team schedules and manage absence coverSupport escalations and resolve complex customer issuesEnsure the department delivers against agreed KPIs, targets and budgetsMonitor and manage costs in line with financial expectationsDrive continuous process improvement and knowledge sharingCustomer & Commercial FocusChampion customer service excellence, ensuring the highest quality of careWork closely with Operations and Sales teams to support customer account managementUnderstand customer markets to provide the best solutionsPromote and upsell new products and servicesMaintain up-to-date product and service knowledgeSystems, Compliance & AccuracyMaintain accuracy across Speedy systemsEnsure processes and procedures meet Speedy and customer expectationsDemonstrate practical knowledge of operational processes including on hires, off hires, cross hires, breakdowns, back on hires, loss and damageMaintain strong operational schedule managementEnsure compliance with all company policies and proceduresPerformance MeasuresSuccess in this role will be measured against:KPI performance and service level targetsCall monitoring and quality feedbackContract error ratesInvoice query volumes and resolution turnaroundCredit value controlLoss and damage resolution timesScorecard resultsRevenue and sales performanceBudget adherencePeople metrics including 1:1 completion, appraisals, engagement and absence managementCustomer satisfaction outcomesWhat You'll NeedProven leadership experience within a customer service or operational environmentStrong coaching and performance management capabilityCommercial awareness and ability to manage departmental budgetsConfident decision-making and escalation managementStrong systems knowledge and attention to accuracyAbility to support your business unit/team to deliver our ESG Strategy – Decade to DeliverWhat We Offer26 days holiday (plus bank holidays)Pension schemeLife assurance95% discount across the Speedy brandVoluntary Health Cash PlanMy Staff Shop retail discountsGreen Commute Initiative (Cycle to Work scheme)PAM Employee Assistance Programme – free and confidential supportCanteen facilitiesOngoing training, development and career progressionClear progression pathways through our Career Line of SightSpeedy operates an industry-leading Work Life Balance initiative, focused on colleague wellbeing and flexible working. We offer a range of hybrid and flexible arrangements including flexible start/finish times, shorter days, term-time hours and job share opportunities.Speedy reserves the right to close vacancies early where high volumes of applications are received. We encourage early applications.Some roles within The Speedy Group UK&I may require DBS, credit or security clearance checks. All applicants must have the right to work in the UK prior to employment.We are proud to be an equal opportunity employer, embracing diversity in all its forms and fostering an inclusive environment where everyone can thrive and do their best work.For further information on our ESG governance policies, please visit:https://www.speedyservices.com/esg/governance