Customer Service Team Leader

Location: Keele

Lead the team powering reliable, connected customer support in telecoms.
Role Purpose
Lead and develop a Customer & Technical Support team, managing day-to-day operations, service levels, and escalations. Create a positive, high-performing team culture while monitoring performance and driving continuous improvement across services and processes.

Key Responsibilities
 
* Manage daily support operations and act as the first point of contact for escalations and complaints.
 
* Monitor digital and voice support channels to ensure service levels and customer demand are met.
 
* Track customer satisfaction and service performance, reporting trends and issues to management.
 
* Work with internal teams to deliver support in line with service levels, quality, and compliance standards.
 
* Identify and resolve customer issues across the full customer lifecycle.
 
* Lead the support team through coaching, one-to-ones, training, and team huddles.
 
* Drive continuous improvement in processes, efficiency, and customer experience.
 
* Ensure compliance with information security and data protection requirements.
Essential Experience & Skills
 
* Customer service and team management experience
 
* Experience in a service or technical support environment
 
* Use of service desk systems (e.g. CRM, ticketing tools)
 
* Strong communication, organisation, and time management skills
 
* Customer-focused, proactive, and detail-oriented
 
* ITIL Foundation or similar qualification
Desirable
 
* Experience in telecoms, utilities, or technical products
Company information
At First Recruitment Group we understand just how important it is to secure the right people. That is why our Recruitment Consultants always take the time to understand requirements in detail and offer sound advice to both clients and candidates. We actively recruit at all levels and this is a superb opportunity for any Customer Service Team Leader looking for new employment.
As part of putting people first, we strive to be an equal opportunities employer and we are always looking to increase the diversity of our workforce, working closely with our clients to ensure everyone is included