Customer Service Team Leader
hace 5 días
Hemel Hempstead
Regional Customer Service Team Leader Location: Hemel Hempstead Salary: Up to £40,000 Hours: Monday–Friday | 37.5 hours per week Are you a customer service leader who thrives in a fast‑paced environment and enjoys building high‑performing teams? This is a pivotal role where you’ll shape customer experience strategy, lead a regional team and drive operational excellence across the business. The Role You’ll play a key role in delivering exceptional customer service by leading, developing and motivating the Customer Services team while working closely with Operations, IT and senior leadership. Acting as a bridge between customers and the business, you’ll ensure service standards remain consistently high and aligned with company goals. Key Responsibilities • Embed exceptional customer service across the organisation by supporting and implementing company policies, • Act as the main liaison between Customer Services, Operations and customers to ensure seamless service delivery, • Lead, coach and develop the team, setting clear targets, performance plans and career pathways, • Identify talent and support succession planning to ensure long‑term team strength, • Deputise for the CS Operations Manager and cover Senior CSA/CSA duties when required, • Oversee recruitment, onboarding, training, coaching and mentoring alongside the Training & QA Lead, • Conduct performance reviews, manage standards and apply corrective actions in line with HR policies, • Work closely with IT to improve system functionality and respond to evolving customer needs, • Maintain strong relationships with internal stakeholders and represent the business at meetings and events, • Ensure contract reviews, reporting and processes meet accreditation standards including ISO 17025 and MCERTS, • Support group-wide alignment and the rollout of new processes and best practices, • Champion company values and promote a culture of excellence and continuous improvement Skills & Experience • Proven experience in a senior, high‑volume customer service leadership role (ISO 17025 laboratory experience desirable), • A confident, motivating leader with strong team‑building and coaching skills, • Excellent communication skills with the ability to engage stakeholders at all levels, • Strong problem‑solving and decision‑making capability in a fast‑moving environment, • Results‑driven with a passion for improving customer service performance, • Flexible, adaptable and comfortable managing change, • Experience training, mentoring and supervising Customer Service Advisors Why Apply? This is an exciting opportunity to make a real impact, influence customer experience strategy and grow within a collaborative, forward‑thinking organisation.