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. 51707CC INDFIR The Portfolio Group are acting on behalf of our client in recruiting for this position