Customer Service Team Leader

Customer Service Team Leader  Salary: Up to £45,000 Hybrid working: Intially 5 days in the office, 1 day from home when established. Travel: Must be comfortable with monthly travel to Belgium during the first six months (a couple days up to one week per trip). After this, travel is expected to reduce to bi‑monthly visits lasting a couple of days. About the role We are looking for an experienced Customer Service Team Leader to provide strong, hands-on leadership to a customer service team within a defined market or region. In this role, you will translate the vision of excellent customer service into daily operations, ensuring high service levels, strong performance, and a consistently positive customer experience. You will coach and develop your team, drive continuous improvement, and act as a key link between customer service and other parts of the organisation. This is a role for someone who combines people leadership with operational focus, data-driven decision-making, and a passion for customer-centric working. Key responsibilities Leadership & coaching Lead and organise a team of customer service professionals, ensuring clear priorities, structure, and ownership Coach, motivate, and develop team members on skills, mindset, and behaviour Conduct regular feedback and development conversations and support individual growth plansCustomer focus & service delivery Safeguard agreed service levels with a strong emphasis on customer satisfaction Act as the first point of contact for escalations and ensure effective issue resolution Translate customer feedback and enquiries into concrete improvement actions Promote a proactive, solution-oriented culture within the teamPerformance & reporting Drive team performance through clearly defined KPIs and targets Monitor and analyse performance, trends, bottlenecks, and customer insights Use data and reporting to identify opportunities for improvementCollaboration & communication Communicate clearly and professionally across teams and departments Collaborate closely with Sales, Logistics, and international customer service teams Act as a bridge between the team and management, representing operational insights while aligning with business objectivesProcess improvement & change Initiate and support continuous improvement initiatives Contribute to optimising processes and systems Guide the team through change and help create buy-in for new ways of workingInnovation Actively contribute to digital innovation initiatives, including automation, AI, and omnichannel solutions Help shape future-ready, customer-centric service processesAbout you Minimum 3–5 years’ experience in a Customer Service Team Leader or similar role Proven experience leading, coaching, and developing teams Strong communication skills with a customer-focused, solution-oriented mindset Analytical and data-driven, with the ability to turn insights into action Proactive, resilient, and able to maintain oversight under pressure Business-aware, decisive, and comfortable setting priorities Experience with Salesforce, ERP systems, and reporting tools is an advantage Experience with omnichannel customer contact Interest in or experience with AI, automation, or RPA is a plus A collaborative team player with a continuous improvement mindset