Customer Service Team Leader Are you an experienced people leader with a strong operational mindset and passion for customer service excellence?
Were 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 Role As a Team Leader, you will:
Lead, Motivate & Develop Lead, coach and mentor your team through structured development and regular feedback
Conduct effective 1:1s and performance appraisals
Promote teamwork aligned to Speedy Values
Influence behaviours and foster a professional, high-performing culture
Manage disciplinary matters in partnership with the Customer Service Manager and HR Business Partner
Ensure all team members receive appropriate induction and ongoing training
Operational & Performance Management Plan team schedules and manage absence cover
Support escalations and resolve complex customer issues
Ensure the department delivers against agreed KPIs, targets and budgets
Monitor and manage costs in line with financial expectations
Drive continuous process improvement and knowledge sharing
Customer & Commercial Focus Champion customer service excellence, ensuring the highest quality of care
Work closely with Operations and Sales teams to support customer account management
Understand customer markets to provide the best solutions
Promote and upsell new products and services
Maintain up-to-date product and service knowledge
Systems, Compliance & Accuracy Maintain accuracy across Speedy systems
Ensure processes and procedures meet Speedy and customer expectations
Demonstrate practical knowledge of operational processes including on hires, off hires, cross hires, breakdowns, back on hires, loss and damage
Maintain strong operational schedule management
Ensure compliance with all company policies and procedures
Performance Measures Success in this role will be measured against:
KPI performance and service level targets
Call monitoring and quality feedback
Contract error rates
Invoice query volumes and resolution turnaround
Credit value control
Loss and damage resolution times
Scorecard results
Revenue and sales performance
Budget adherence
People metrics including 1:1 completion, appraisals, engagement and absence management
Customer satisfaction outcomes
What Youll Need Proven leadership experience within a customer service or operational environment
Strong coaching and performance management capability
Commercial awareness and ability to manage departmental budgets
Confident decision-making and escalation management
Strong systems knowledge and attention to accuracy
Ability to support your business unit/team to deliver our ESG Strategy Decade to Deliver
What We Offer 26 days holiday (plus bank holidays)
Pension scheme
Life assurance
95% discount across the Speedy brand
Voluntary Health Cash Plan
My Staff Shop retail discounts
Green Commute Initiative (Cycle to Work scheme)
PAM Employee Assistance Programme free and confidential support
Canteen facilities
Ongoing training, development and career progression
Clear progression pathways through our Career Line of Sight
Speedy 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
TPBN1_UKTJ