Overview
Customer Service Team Leader — Cardiff — to £32k depending on experience
We are looking for an experienced and motivated Customer Service Team Leader to join an established business supporting the retail sector. This is a great opportunity for someone who enjoys leading from the front, developing people, and driving high standards of customer service.
The role
- Manage and support the customer service team on a day to day basis
- Monitor and drive performance to ensure KPIs and service targets are achieved
- Conduct regular coaching sessions to support team performance and development
- Assist team members with personal development plans and career progression
- Provide clear performance reports and updates to senior management
- Identify opportunities to improve processes, efficiency, and service quality
- Handle escalated customer queries and support the team with complex situations
- Maintain a positive team culture focused on collaboration and excellent customer outcomes
The person
- Previous experience in a Customer Service Team Leader / Supervisor role
- Strong leadership and people management skills
- Experience managing performance against KPIs and service metrics
- Confident delivering coaching, feedback, and development support
- Strong organisational and reporting skills
- Ability to motivate a team and maintain high service standards
- Excellent communication and problem-solving abilities
In return
- Opportunity to join an established and growing business supporting the retail sector
- A collaborative and supportive working environment
- Ongoing training and development opportunities
#J-18808-Ljbffr