Overview
Customer Services Team Leader – INTERNAL ONLY (Hybrid – New Milton) – 35 hours per week – Salary £30,000 – Start Date: June 2026. This role is subject to pre‑employment screening, including basic DBS checks and two years of referencing. All screening must be completed prior to start date.
Benefits
* 175 hours annual holiday
* Discounts on groceries, shopping, holidays, insurance, restaurants and more
* 24/7 employee assistance programme with an app
* Family and friends discounts on services & products
* Pension scheme, up to 4% company matched
* Private medical insurance – personal
* Free on‑site parking
Responsibilities
In this role you will lead people and support service delivery across Customer Services and Telecare activities.
* People leadership and support
o Lead, motivate, and support Customer Service Operators
o Create a positive, inclusive team culture
o Deliver regular one‑to‑one coaching and development conversations
o Manage attendance, wellbeing and performance in line with company policies
o Identify training needs and support ongoing skill development
o Act as first point of escalation for people‑related issues
* Service delivery and performance
o Oversee day‑to‑day service delivery to meet customer needs safely and effectively
o Monitor KPIs, service quality and performance standards
o Support the team during peak demand and handle escalated customer issues when required
o Contribute to rota cover and resource planning to maintain service levels
o Ensure systems, processes, and procedures are followed accurately
* Coaching, quality and improvement
o Observe team activity and provide constructive feedback
o Use performance insight, quality checks, and customer feedback to identify improvements
o Support continuous improvement and consistent service standards
o Share insights and feedback with managers to support service development
* Collaboration, safeguarding and compliance
o Work closely with other Team Leaders, Managers and support teams
o Communicate key messages clearly and consistently
o Act as a role model for company values and behaviours
o Ensure safeguarding, confidentiality, and data protection standards are followed
o Promote health, safety and compliance across the team
Qualifications
We’re looking for a strong people‑focused leader who can combine empathy with confidence and consistency.
Essential
* Experience leading or coaching teams in a customer‑facing or operational environment
* People management experience, including performance and attendance support
* Experience working in a fast‑paced, service‑driven setting
* Confidence handling escalations and supporting colleagues under pressure
* Strong communication, judgement and prioritisation skills
* Confident IT user, comfortable working across multiple systems
Desirable
* Contact centre, telecare or customer service leadership experience
* Experience supporting vulnerable individuals or handling sensitive situations
* Experience using performance data or quality measures to improve outcomes
Equal Opportunity
We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability. If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers team on 01425 626337.
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