Customer Services Team Leader

Are you the kind of leader who can keep a team motivated, performance high, and customers happy – even when the pressure is on?

This is an opportunity for a hands-on leader who enjoys being in the thick of a fast-paced operation – coaching people, driving standards, solving problems in real time, and leading from the front when it matters most.

As Customer Services Team Leader, you’ll lead and support a team of Customer Service Advisors across a busy multi-channel environment, ensuring service delivery, quality, compliance, and customer experience remain consistently high.

This role combines people leadership with operational responsibility – ideal for someone who enjoys coaching teams, improving performance, and making quick, confident decisions in a live operational setting.

You’ll play a key role in shaping culture, embedding best practice, and helping create a high-performing and collaborative customer service environment.

Day to Day

• Lead day-to-day operations for your team, ensuring service levels and customer outcomes are achieved
• Coach, support, and develop Customer Service Advisors through regular 1:1s and performance management
• Monitor workload, demand, and capacity, making real-time operational decisions
• Support live customer interactions during peak demand periods when required
• Manage performance, quality, attendance, and conduct consistently and fairly
• Handle escalated customer queries, complaints, and risk-based decisions professionally
• Complete quality reviews and support calibration activities across the operation
• Identify trends and opportunities for continuous improvement using operational data and customer feedback
• Support onboarding, training, and embedding of new processes and operational changes
• Work collaboratively with Compliance, QA, Training, and wider Operations teams

YOU?

• Previous experience leading or supervising teams within a fast-paced customer service environment
• Strong understanding of service delivery, operational KPIs, and quality standards
• Excellent communication and coaching skills
• Ability to manage difficult conversations and complex customer situations confidently
• Strong organisational skills and the ability to prioritise under pressure
• Comfortable working across multiple systems and operational tools
• Positive, resilient, and accountable leadership style
• Experience within betting/gaming, financial services, retail, utilities, or another regulated environment would be beneficial

Additional Information

• Fully on-site role based in Birchwood
• Two-week structured onboarding programme (Monday-Friday, 9am-5pm)
• Shift-based rota across a seven-day operation
• Working hours cover 06:45-22:00 on an 8-week rolling rota (5 days from 7)

If you’re a people-first operational leader who enjoys fast-moving environments and wants to make a genuine impact, I’d be keen to speak with you.

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INDFIR

The Portfolio Group are acting on behalf of our client in recruiting for this position.