Job Title: Customer Service Team Leader
Location: Coventry, CV6 (Fully Onsite)
Contract Length: 3 Months
Pay Rate: £13.33 per hour
Hours: 37.5 hours per week
Core Hours: 9:00am - 5:00pm (30-minute unpaid break + paid 15-minute AM & PM breaks)
Overview of the Role
We are seeking an experienced Customer Service Team Leader to support workflow management and supervise staff within a busy records management operation.
You will play a key role in managing throughput, ensuring best practices are followed, and utilising available technologies to deliver excellent customer service and operational efficiency. You will also work closely with the wider management team to support operational staff and external stakeholders.
Key Responsibilities
Leading and supervising the customer service and administration team on a daily basis
Allocating team resources to meet SLA requirements and performance targets
Monitoring team performance through KPIs and driving continuous improvement
Training and mentoring team members to develop skills and maintain engagement
Identifying and implementing process improvements to enhance efficiency and accuracy
Collaborating with internal teams to resolve operational issues
Ensuring compliance with health & safety procedures and company policies
Overseeing safe and appropriate use of equipment
Providing regular updates and performance reports to management
Experience & Skills Required
Previous experience in an administration and/or customer service role
Proven supervisory or team leadership experience
Strong organisational and problem-solving skills
Good working knowledge of Microsoft Office, particularly Excel
Ability to work under pressure and meet deadlines
Flexible, adaptable, and comfortable in a fast-paced environment
If you are an organised and proactive team leader looking for your next opportunity, we would love to hear from you.
Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy