As a Customer Engagement Team Leader, you will play a critical role in leading a team of customer operations executives responsible for supporting in-life customers and guiding new customers through the onboarding journey. Your primary responsibility will be to manage the daily performance of your team, ensuring KPIs and call metrics are consistently met or exceeded. You will act as a motivator and point of escalation for your team, helping to drive excellence in customer experience. This position requires a team leader with a proactive approach, capable of driving results through structured processes, data forward insights, and effective communication. You will also be comfortable leading by example and supporting the team with calls during peak times, absence cover and managing escalated cases. Lead and support a team of Customer operations team memebers to ensure they meet daily, weekly, and monthly KPIs, including call volumes, response times and productivity scores. Conduct regular performance reviews, training sessions and team huddles to address development needs and recognise achievements. Monitor individual and team performance in real time, proactively identifying areas for improvement and taking corrective action as needed. Analyse daily reports and dashboards to track performance against set targets and make pro-active decisions. Ensure adherence to processes and quality standards across all customer interactions (phone, email, webchat). Work closely with the Customer Engagement Manager to identify and implement improvements to customer engagement processes. Act as the point of escalation for complex customer cases, ensuring timely and satisfactory resolution. You will need: Proven experience in a team leader or supervisory role within a customer engagement environment Strong understanding of KPI management and call metric analysis, with a result-focused approach. Excellent communication, training, and interpersonal skills. Confident in using CRM and call management software. Highly organised with strong problem solving abilities and attention to detail. Ability to stay calm under pressure and handle escalations professionally. Experience of working within a busy team environment Please apply with your CV and a cover letter outlining your interest in the post.