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We are seeking an experienced Customer Service Team Leader to join our client’s team on an ongoing temporary basis. This role is ideal for a proactive, results-driven leader with a passion for customer service and operational excellence. The successful candidate will play a key role in managing a dynamic team, ensuring best practices are followed, and driving performance improvements within the records management operation.

Working hours are Monday to Friday 9am to 5pm

Target start date is Monday 5 January 2026

Key Responsibilities:

As the Customer Service Team Leader, you will be responsible for overseeing the day-to-day management of the team, ensuring that service levels and targets are met, and that continuous improvements are implemented to enhance efficiency and service delivery.

* Lead & supervise the customer service & admin team on a daily basis

* Allocate team resources effectively to meet SLA requirements and targets

* Track team performance using KPIs, supporting continuous improvement

* Train and mentor team members to build skills, maintain morale, and enhance performance

* Suggest and implement process improvements to increase efficiency and accuracy

* Collaborate with other teams to resolve operational issues and ensure smooth workflows

* Ensure compliance with health & safety procedures, company policies, and processes

* Oversee equipment safety & maintenance ensuring all tools are used appropriately and safely

* Provide regular reports & updates to management on team performance and key metrics

The Ideal Candidate Will Have:

* Relevant experience in a customer service or administration role

* Strong organisational skills with the ability to effectively manage multiple tasks

* Effective time management and punctuality, ensuring deadlines are consistently met

* Team collaboration skills, with the ability to work independently and as part of a wider team

* Proven supervisory/leadership experience in managing teams, ideally within customer service or admin functions

* Problem-Solving abilities to resolve challenges quickly and effectively

* Proficiency in Microsoft Office, particularly Excel, for tracking data and generating reports

* Ability to work under pressure, handling multiple priorities and maintaining quality service

* Flexibility & adaptability, comfortable in a fast-moving and evolving environment