Our Tamworth based client is seeking a proactive and people focused Customer Service Operations Support Team Leader to join their growing Customer Service function. This is a key leadership role, responsible for driving team performance, ensuring operational efficiency, and delivering a consistently high standard of service to customers.
Reporting into the Assistant Manager, you will lead from the front, coaching and developing your team, managing day to day operations, and supporting continuous improvement initiatives. This role would suit an experienced Team Leader who thrives in a fast-paced environment, is passionate about developing others, and is committed to delivering exceptional customer outcomes.
As an Operations Support Team Leader, you will need to have/be:
Customer service or administrative background
Previous Team Leader or supervisory experience
Experience managing performance, coaching, and development
Confident handling escalations and customer complaints
Strong communication and interpersonal skills
Ability to motivate, lead, and engage a team
Effective problem-solving and decision-making skills
Organised with the ability to prioritise and meet KPIs/SLAs
Proficient in Microsoft Office and customer systems, with good attention to detail
Positive, proactive, and professional approach with awareness of HR processes and continuous improvementDetails:
Salary: £28, 000 - £30, 000
Working Hours: Full time, Monday - Friday, 37.5 hours per week
Location: Tamworth (on site)
Duration: PermanentRole of Operations Support Team Leader:
Lead, motivate, and develop the team to achieve KPIs and SLAs
Oversee and support completion of daily operational tasks
Monitor performance and provide coaching, feedback, and one-to-ones
Conduct appraisals and identify training needs
Handle escalated customer queries and complaints
Ensure adherence to policies, procedures, and service standards
Collaborate with other departments to resolve issues and improve service
Manage recruitment, onboarding, and training of new team members
Produce reports to support business decisions
Analyse customer trends and workload to provide insights
Drive continuous improvement initiatives
Maintain a positive and inclusive team culture
Manage investigations and people-related processes
Provide cover for other Team Leaders when required
Support wider business needs and undertake additional duties as requiredBenefits of working as an Operations Support Team Leader:
23 days annual leave + bank holidays
Option to purchase up to 5 extra days annual leave
Health Cashback Plan
Pension Scheme
Life Assurance
Free Parking
Salary description
£28000.00 - £30000.00 per year