This growing organisation operates within the healthcare sector, delivering specialist services to customers across the UK. With a strong commitment to quality, innovation, and customer care, the business has built a reputation for providing reliable support and maintaining high standards of service. The organisation offers a collaborative and supportive working environment where employees are encouraged to contribute to ongoing improvements and professional development.
Customer Service Team Leader
An excellent opportunity is available for an experienced Customer Service Team Leader to join a busy and customer-focused organisation. This role combines team leadership, training, quality assurance, and customer support responsibilities, making it ideal for someone who enjoys developing people while ensuring a high standard of service delivery.
Working closely with operational teams, you will support daily customer service activities, provide guidance to team members, deliver onboarding and training programmes, manage escalated enquiries, and help drive continuous improvement initiatives. The successful candidate will play a key role in maintaining service quality, supporting team performance, and ensuring customers receive a professional and positive experience.
Duties & Responsibilities
Act as the primary point of contact for Customer Care Assistants regarding operational queries and day-to-day support.
Deliver structured onboarding programmes and training for new team members.
Manage and resolve escalated customer enquiries across telephone, email, live chat, and social media channels.
Support the achievement of individual and team performance objectives and service targets.
Conduct quality checks, audits, and compliance reviews to ensure service excellence.
Assist with rota planning, workforce scheduling, and shift coverage requirements.
Collaborate with internal stakeholders to resolve complex customer issues effectively.
Support the implementation of new digital tools, systems, and continuous service improvement initiatives, including weekend cover on a rotational basis. Education & Skills Required
In-depth knowledge and practical experience using the FreshDesk customer service platform.
Previous customer service experience, ideally gained within healthcare, pharmacy, or another regulated environment.
Experience training, coaching, mentoring, or developing team members.
Strong leadership, communication, and interpersonal skills.
Data analysis capabilities with the ability to identify trends and support performance improvements.
Excellent attention to detail, time management, numeracy, literacy, and professional telephone skills, with a strong customer-focused approach. Additional Information
Monday – Friday 9am – 5pm (some weekend working on a rota basis)
28 days holiday, inc. bank holidays
Free onsite parking
Pension scheme
Healthcare plans If you are an experienced customer service professional with a passion for leadership, training, and service excellence, we would love to hear from you. Apply today to take the next step in your career with a progressive organisation that values teamwork, development, and outstanding customer experiences.
To express interest in this promising role, kindly forward your latest CV, detailing your present or most recent remuneration package and any notice period you might have. For a discreet, detailed discussion about the role, you can reach out to Zoe Edwards at (phone number removed). Alternatively, connect with us on LinkedIn via the following link: (url removed)
Salary description
£30000.00 - £32000.00 per year