Customer Service Team Leader | Permanent - Full Time

As a Customer Experience Team Lead, you will lead and develop a team of Customer Service Agents to deliver an exceptional support experience that reflects the client's brand values and customer-first approach. You will be responsible for driving team performance, maintaining high-quality standards, coaching and developing your team, and ensuring operational excellence across all customer interactions. Working closely with stakeholders, you will play a key role in developing a high-performing, collaborative team that consistently delivers outstanding service and contributes to the client's continued growth.

• Leading and supporting a team of Customer Service Agents to deliver exceptional customer service
• Overseeing the inbox to ensure high productivity, SLA adherence, and efficient workload management
• Ensuring the team is working in the correct inbox views and prioritising work effectively
• Monitoring daily operational plans and ensuring ad-hoc tasks are completed as required
• Providing real-time support through internal communication channels, escalating issues where appropriate
• Driving customer satisfaction by meeting and exceeding CSAT, response time, ticket handling and resolution targets
• Coaching your team on customer retention techniques, subscription management and delivering value-driven conversations
• Conducting regular 1-2-1s, performance reviews and coaching sessions to develop team capability
• Completing quality assurance reviews, providing actionable feedback and participating in calibration sessions to maintain consistency
• Producing weekly performance reports and using data to identify opportunities for improvement
• Monitoring customer trends, recurring issues and operational risks, escalating findings and recommending process improvements
• Acting as the first point of contact for day-to-day operational issues and helping the team overcome blockers
• Supporting onboarding and training of new team members where required