Our client is seeking a proactive, customer-focused Customer Service Team Leader to join their team. This role is ideal for a skilled individual with a background in customer service, whether in a contact centre, retail, or automotive environment, and a track record of managing complex teams.

The successful candidate will hold experience in a similar role, overseeing and supporting a team of 3 call handlers, ensuring the delivery of exceptional customer service by leading by example, handling escalated enquiries and liaising with suppliers.

The working hours for the role are 1pm – Midnight, 4 days on 4 days off.

Roles & Responsibilities

• Report shift issues, plan resources and assign daily tasks
• Monitor task completion and lead team to meet call KPIs
• Conduct call quality checks, audits and provide feedback
• Handle escalations and cancelled orders promptly and accurately
• Track follow-ups and maintain accurate logs

Skills & Experience

• Experience in similar team leader role in a customer service environment
• Task planning, allocation and performance oversight
• Quality assurance and coaching for staff development
• Customer service excellence and escalation resolution
• Process optimisation and accurate reporting

About Express Recruitment

Express Recruitment has been offering exceptional recruitment solutions across the East Midlands since 1987, “exceeding expectations every time” of over 267,000 candidates.

We supply a diverse range of sectors including Engineering, Technology, Professional Services, Languages, Sales & Marketing, Call Centres, Commercial, Manufacturing, Local Authority, NHS, Education and Voluntary organisations. Find all of our current vacancies on 👉 https://bit.ly/3IaEnI7

Not quite found the right role for you yet? Let us do the scrolling for you! Your search for a new role has never been so easy, just fill in our contact form on https://bit.ly/3NHa9NR or give us a call on 0115 924 0010 and we will do the rest for you.

Vacancy Summary

Hours: 4 on, 4 off, 1pm – Midnight

Salary: c£30k per annum DOE

Location: Alfreton, Derbyshire

Job Type: Permanent

Unfortunately, we are unable to contact all candidates due to the large volume of applications we receive. If you have not heard from a consultant within the next three days, please assume that you have not been successful on this occasion. Please do not hesitate to apply for other suitable roles in the future.

This vacancy is being advertised on behalf of Express Recruitment Ltd. The services advertised by Express Recruitment Ltd. are those of an Employment Agency.