Customer Service Team Leader at Radius in Salford, England, United Kingdom

Responsibilities

• We're looking for an experienced and motivational Customer Service Team Leader to join our organization in Salford, United Kingdom. In this role, you will lead a dynamic customer service team, driving excellence in customer interactions while fostering a supportive and professional work environment. You will be responsible for managing team performance, developing staff capabilities, and ensuring that our customers receive exceptional service at every touchpoint.
• Lead, mentor, and motivate a team of customer service representatives to achieve departmental goals and maintain high service standards
• Monitor and evaluate team performance against key metrics, providing constructive feedback and coaching to support individual development
• Conduct regular training sessions to enhance team skills in customer communication, problem-solving, and product knowledge
• Manage customer escalations and complex issues, demonstrating empathy and decisiveness in resolution
• Implement quality assurance processes and conduct call/interaction reviews to ensure compliance with company standards
• Analyze customer feedback and performance data to identify trends and recommend process improvements
• Schedule team members, manage workload distribution, and ensure adequate coverage during peak periods
• Foster a collaborative team culture that prioritizes customer satisfaction and employee engagement
• Communicate effectively with senior management regarding team performance, challenges, and opportunities
• Maintain accurate records and documentation of team activities, performance metrics, and training initiatives

Requirements

• Minimum 3-5 years of customer service experience with proven track record of delivering excellent customer outcomes
• Minimum 2 years of team leadership or supervisory experience in a customer service environment
• Strong interpersonal and communication skills with the ability to engage effectively with customers and team members
• Demonstrated ability to manage conflict and resolve customer issues with professionalism and empathy
• Proficiency with CRM systems, ticketing software, and call center management tools
• Excellent time management and organizational skills with the ability to prioritize multiple tasks
• Strong analytical skills and experience with performance metrics and data interpretation
• Proven ability to train, develop, and motivate team members
• Problem-solving mindset with a customer-focused approach to decision-making
• Preferred: Experience with workforce management systems and quality assurance processes
• Preferred: Knowledge of customer service best practices and industry standards

Skills

Required

• Interpersonal and communication skills
• Conflict management
• Empathy
• Time management
• Organizational skills
• Analytical skills
• Problem-solving mindset
• Customer-focused approach
• Motivational and mentoring abilities
• CRM systems
• Ticketing software
• Call center management tools

Benefits

• Global Female Health Policy & Female Health Champions
• Pregnancy Loss and Fertility Treatment Policies
• Endometriosis Friendly Employer (UK)
• Women-focused gym & female health events
• Mental Health First Aiders
• Disability Confident Committed Employer (Level 1)
• Race at Work Charter signatory
• Proud sponsor of Crewe Pride (5 years running) and Cheshire Pride Awards Corporate Supporter 2025
• Community network driving charity and volunteering initiatives, with 8 consecutive years of participation in the UK Challenge.
• Give as you earn scheme (payroll giving) and match funding