Customer Service Team Leader

About the role

Our client, an established business in Crewe with a busy customer service operation, is recruiting a Team Leader to lead a team of eight to ten advisors across phone and email. The operation is B2B and account-based rather than call-centre churn: advisors know their customers, and quality genuinely matters more than call counts. The role is a coaching role first: 1:1s that mean something, QA reviews used to develop rather than catch out, and service levels managed by fixing root causes rather than flogging the queue. The previous Team Leader was promoted to Operations, which tells you two things — the role is done well here, and doing it well gets noticed.

What you'll be doing

• Lead, coach and develop a team of 8–10 customer service advisors
• Manage service levels across phone and email queues through the day
• Run monthly 1:1s, QA reviews and team meetings that actually develop people
• Handle escalated customers personally and close the loop on root causes
• Plan rotas, holidays and cover to keep service steady
• Produce weekly performance reporting with honest commentary
• Identify recurring issues and drive fixes with despatch, sales and IT
• Onboard and train new advisors with structured induction plans
• Champion the customer internally — make problems visible and get them fixed

What we're looking for

• Team leadership or strong senior-advisor experience in a service office or contact centre
• A genuine coach — you develop people rather than just monitor them
• Calm and confident with escalated, unhappy customers
• Comfortable with service KPIs, reporting and Excel
• Organised across rotas, reviews and follow-ups
• B2B or account-based service experience (desirable)
• Experience with ticketing/CRM systems — Zendesk, Dynamics or similar (desirable)

The package

• £29,000 – £33,000 depending on experience • Mon–Fri only — no evenings, no weekends • 25 days holiday plus bank holidays • Company pension scheme • Free parking • Proven promotion path — the last incumbent moved up internally