CUSTOMER SERVICE TEAM LEADER Salary : £28,704 Location : Warrington - onsite Contract: Permanent Hours: 5 out of 7 days per week, 8-hour shifts on a rotational basis. Monday-Sunday Keywords: customer service, team leader, coaching, development, quality management, KPI reporting, retail support, complaint resolution, training opportunities, inclusive workplace An exciting opportunity has arisen for a Customer Service Team Leader to join a well-established and supportive organisation in Warrington. This role is perfect for someone enthusiastic about nurturing teams, delivering exceptional customer experiences, and driving continuous improvement within a vibrant environment. Enjoy a competitive salary of £28,704 with additional management bonus schemes and generous pension contributions as part of your total rewards package What you'll do: As a Customer Service Team Leader based in Warrington, you will be responsible for guiding your team towards excellence in every customer interaction. Your day-to-day activities will involve monitoring performance metrics closely, ensuring compliance with industry regulations, resolving complex queries efficiently, and providing hands-on support during challenging situations. You will also play an instrumental role in developing your team's skills through regular coaching sessions while fostering an environment where everyone feels valued. By celebrating achievements and encouraging open communication, you will help create a positive atmosphere where ideas are shared freely. Your ability to balance operational demands with people-focused leadership will be key to your success in this rewarding position. Oversee the quality and performance of the customer service team by managing against agreed frameworks and service level agreements to ensure consistent delivery. Maintain comprehensive knowledge of key business performance indicators (KPIs) for both your own team and the wider business, regularly reporting progress to senior management. Effectively manage team absence in accordance with company policies to maintain operational efficiency and fairness within the department. Resolve customer account queries promptly and efficiently, ensuring all issues are addressed with care and sensitivity to deliver positive outcomes. Support frontline teams by handling complaint escalations when necessary, demonstrating empathy and professionalism throughout the process. Deliver engaging coaching sessions and constructive feedback to team members, identifying areas for improvement and agreeing clear action plans for development. Foster a collaborative team environment that encourages idea generation, sharing of best practices, and mutual support among colleagues. Celebrate individual and team successes by recognising outstanding customer service achievements to boost morale and motivation. What you bring: To excel as a Customer Service Team Leader in this organisation, you will bring substantial experience from previous roles where you have managed or supervised teams dedicated to delivering excellent service. Your background should include working within regulated industries-ideally retail -where compliance is paramount. You will possess strong communication skills that allow you to resolve issues sensitively while building trust among both customers and colleagues. Your organisational strengths will enable you to juggle competing demands without losing sight of key objectives such as KPI achievement or staff development. Demonstrated experience managing or supervising customer service teams within a retail or contact centre environment is essential for this role. Excellent interpersonal skills with the ability to provide empathetic support during complaint escalations or sensitive situations involving customers or colleagues. Strong organisational abilities enabling you to manage multiple priorities, including absence management, KPI tracking, and performance reporting effectively. Experience designing or delivering coaching sessions aimed at developing others' skills while fostering a supportive team culture focused on continuous improvement. A collaborative approach that encourages idea sharing among team members while promoting inclusivity within the workplace. Proficiency in using digital tools or CRM systems commonly found in customer service environments would be advantageous but not essential if you are willing to learn new technologies quickly. A positive attitude towards learning new processes or adapting to changes within a fast-moving business context is highly valued by the organisation. What sets this company apart: This organisation stands out for its unwavering commitment to creating an enjoyable yet safe environment for both customers and employees alike. Employees benefit from competitive hourly rates alongside attractive management bonuses that reward dedication. The company's focus on work-life balance is reflected in its flexible shift patterns-including weekend rotations and enhanced family leave policies designed to support all stages of life. Staff enjoy access to exclusive discounts at leading online and high street retailers plus participation in recruitment reward schemes that recognise referrals. Most importantly, this employer champions diversity at every level: equal opportunities are embedded into their culture, so everyone feels welcome regardless of background or identity. What's next: If you are ready to take the next step in your career journey as a Customer Service Team Leader within an inclusive organisation that values your contribution, we encourage you to apply now! Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates