Customer Service Team Leader

We're Hiring: Customer Service Team Leader (Contact Centre Operations) Location: South Tyneside Salary: £30,000 Contract Type: Permanent Start Date: ASAP

Are you a dynamic and people-focused leader with a passion for delivering exceptional customer service? Our client, a forward-thinking organisation in the IT services sector, is seeking a Customer Service Team Leader to lead a high-performing team and drive client satisfaction.

About the Role

As Customer Service Team Leader, you’ll be responsible for managing a team of customer service advisors, ensuring smooth ticket flow, and maintaining high standards of client engagement. You’ll coach, mentor, and inspire your team to deliver outstanding service while continuously improving processes and performance.

Key Responsibilities

• Lead and develop a customer service team to exceed performance targets.
• Monitor ticket volumes and ensure SLA compliance.
• Handle escalations and complex client queries with professionalism.
• Collaborate across departments to ensure seamless service delivery.
• Use PSA and CRM tools to manage workloads and extract performance data.
• Drive continuous improvement and contribute to strategic planning.

Essential Skills & Experience

• Proven leadership experience in a contact centre or service desk environment.
• Strong communication and client-facing skills.
• Ability to motivate and develop teams.
• Resilience and adaptability in a fast-paced setting.
• Passion for customer service excellence.

Desirable

• Experience in IT services or MSP environments.
• Familiarity with ticketing systems and Microsoft 365.
• Professional certifications (e.g., ITIL, MCP, Helpdesk Habits).

Why Join?

• Be part of a collaborative and values-driven team.
• Opportunity to shape client experience and team culture.
• Work with innovative tools and contribute to meaningful change.