Job Description
Customer Service Team Leader
Location: Edinburgh (Hybrid)
Hours: Full time, Monday-Friday (9am-5pm)
Salary: Up to 30K DOE
About the Role
We’re looking for an experienced Customer Service Team Leader to support and develop a team within a busy, people focused environment. You’ll be responsible for day to day team management, performance monitoring, process oversight, and ensuring every customer receives an excellent standard of service.
What You’ll Do
Lead, motivate and support Customer Service Advisors.
Monitor KPIs, performance and service quality.
Handle escalated customer enquiries professionally.
Deliver regular 1:1s, team meetings and coaching sessions.
Ensure processes are followed and continually improved.
What We’re Looking For (Top 5 Requirements)
Proven experience supervising or managing staff in a customer service environment (Ideally call centre)
Excellent communication skills, able to engage confidently with a wide range of customers and stakeholders.
Target driven approach, with the ability to interpret performance data and improve team outcomes.
Strong customer service background, ideally including call handling experience.
Highly organised, able to manage workload, prioritise effectively, and support team development.
Ideal Candidate
You’re a supportive leader, confident communicator and natural problem solver who enjoys helping people and improving customer experiences.
Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.
