Customer Service Team Leader - Operations Support

Our client, a leading and expanding manufacturing organisation, established for over 30 years in Tamworth, is seeking Customer Service Team Leader – Operations Support to join their well-established team. This is an excellent opportunity for a motivated individual who is passionate about delivering exceptional customer experiences while leading and developing a high-performing team.

Salary is between £28,000 to £30,000 depending on experience. Hours of work are 9:30am to 5:30pm Monday to Friday. Please note this is an office-based position.

Benefits include 31 days holiday including Bank Holidays, Paycare - A Healthcare Cash Plan (Discounts available and access to a 24-hour Doctor), Life Assurance x 2 and up to 5 days extra unpaid holiday available at a salary sacrifice.

As a Customer Service Team Leader – Operations Support, you will play a pivotal role in ensuring outstanding service delivery to customers. You will lead from the front, supporting daily operations, driving team performance, and maintaining high standards across all service interactions. You will be responsible for optimising team efficiency, ensuring KPIs and SLAs are consistently achieved, and fostering a positive and inclusive team environment.

Your duties will include:

Lead, motivate, and develop a Customer Service team to consistently achieve SLAs and departmental KPIs
Take ownership of daily operations, ensuring tasks are completed accurately and efficiently
Monitor team performance, providing regular coaching, feedback, and one-to-one support
Conduct performance appraisals and identify training and development needs
Handle escalated customer queries and complaints in a professional and timely manner
Ensure adherence to company policies, procedures, and service standards
Collaborate with internal departments to resolve issues and enhance service delivery
Manage recruitment, onboarding, and training of new team members
Produce and analyse reports to support business decisions and performance improvements
Identify customer trends and workload patterns, providing actionable insights
Drive continuous improvement initiatives within the team
Promote a positive, inclusive, and high-performing team culture
Support people management processes, including investigations where required
Provide cover for other Team Leaders to ensure continuity of leadership
Undertake additional duties as required to support business objectives
As the Customer Service Team Leader – Operations Support, you will have:

Proven experience within a customer service or administrative environment
Previous experience in a supervisory or team leader role
Understanding of HR policies and procedures
Experience with data analysis and reporting tools
Strong communication and interpersonal skills
A natural ability to motivate and inspire others
Excellent problem-solving and decision-making capabilities
Proficient in Microsoft Office and customer service systems
Strong organisational skills with the ability to plan, coordinate, and monitor workloads
Calm, professional, and resilient under pressure