Customer Service Team Leader

We are seeking an experienced Customer Service Team Leader to join our client’s team on an ongoing temporary basis. This role is ideal for a proactive, results-driven leader with a passion for customer service and operational excellence. The successful candidate will play a key role in managing a dynamic team, ensuring best practices are followed, and driving performance improvements within the records management operation. Working hours are Monday to Friday 9am to 5pm Target start date is Monday 5 January 2026 Key Responsibilities: As the Customer Service Team Leader, you will be responsible for overseeing the day-to-day management of the team, ensuring that service levels and targets are met, and that continuous improvements are implemented to enhance efficiency and service delivery. * Lead & supervise the customer service & admin team on a daily basis * Allocate team resources effectively to meet SLA requirements and targets * Track team performance using KPIs, supporting continuous improvement * Train and mentor team members to build skills, maintain morale, and enhance performance * Suggest and implement process improvements to increase efficiency and accuracy * Collaborate with other teams to resolve operational issues and ensure smooth workflows * Ensure compliance with health & safety procedures, company policies, and processes * Oversee equipment safety & maintenance ensuring all tools are used appropriately and safely * Provide regular reports & updates to management on team performance and key metrics The Ideal Candidate Will Have: * Relevant experience in a customer service or administration role * Strong organisational skills with the ability to effectively manage multiple tasks * Effective time management and punctuality, ensuring deadlines are consistently met * Team collaboration skills, with the ability to work independently and as part of a wider team * Proven supervisory/leadership experience in managing teams, ideally within customer service or admin functions * Problem-Solving abilities to resolve challenges quickly and effectively * Proficiency in Microsoft Office, particularly Excel, for tracking data and generating reports * Ability to work under pressure, handling multiple priorities and maintaining quality service * Flexibility & adaptability, comfortable in a fast-moving and evolving environment