Customer Service Team Leader - Robert Walters : Job Details

CUSTOMER SERVICE TEAM LEADER

Salary: £28,704

Location: Warrington - onsite

Contract: Permanent

Hours: 5 days in 7 (8hr shifts, 40hr per week) between 7am and 9pm on rotation

Are you passionate about delivering exceptional customer service and leading a team to success? We are seeking a Customer Service Team Leader to join our fast-paced and dynamic environment. This role offers the opportunity to manage quality and performance, coach and develop your team, and contribute to creating an engaging and supportive workplace.

• Shift Pattern: 5 days out of 7 on rotation (8.5-hour shifts including lunch), between 7am and 9pm. Weekend work will be required on a rotational basis.
• Start Date: July 2025
• Training: On-site training at Birchwood, including classroom and on-the-job learning.

As a Customer Service Team Leader, you will play a key role in ensuring excellent service for both customers and colleagues across the business. You'll manage performance against agreed frameworks, resolve customer queries efficiently, support frontline teams with escalations, and deliver engaging coaching sessions to your team.

• Manage quality and performance against KPIs and SLAs.
• Effectively handle absence management in line with company policies.
• Resolve customer queries promptly and efficiently.
• Support complaint escalations where necessary.
• Deliver coaching sessions to promote development within your team.
• Foster a team environment that encourages growth and idea generation.

We're looking for candidates with experience in managing customer service teams or those with a background in management who are curious about the industry. A positive approach to learning new things is essential.

• Competitive salary
• Management bonus schemes
• Company pension scheme
• Employee discounts at online and high street retailers
• Recruitment reward scheme
• Enhanced maternity/paternity leave

If this sounds like the perfect opportunity for you, please apply below.

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates