If you're a passionate and experienced Customer Service Advisor, Senior Customer Service Advisor, or perhaps feeling undervalued in your current role, this could be the perfect opportunity for you. If you have a natural talent for mentoring teams, driving outstanding service, and handling complex customer interactions, we want to hear from you This is your chance to lead, grow, and make a real impact in a thriving business. We are looking for a dedicated Customer Service Team Leader (CSTL) to join a dynamic team based in Newark. This role will see you lead a team of 3 full-time Customer Service Agents and 1 part-time Agent. As CSTL, you will be at the heart of ensuring top-tier customer service is consistently delivered, while collaborating closely with various internal departments such as Sales, Logistics, Manufacturing, and Delivery. Key Responsibilities: Lead and motivate a team of customer service professionals to achieve outstanding service standards. Ensure customer enquiries are handled promptly and effectively, managing email, ticket systems, and phone queries. Monitor and report on KPIs, customer satisfaction, and reviews to drive continuous improvement. Oversee team performance, conduct one-to-ones, manage capacity, holidays, sickness, and absence. Deal with escalated enquiries, ensuring resolution and maintaining high levels of customer satisfaction. Collaborate with internal teams to resolve product-related issues, ensure smooth logistics, and improve the overall customer experience. Manage and analyse feedback to implement actionable insights for service improvements. Take on a hands-on approach to product knowledge, ensuring the team is well-informed and supported. Foster a culture of inquisitiveness and continuous learning, encouraging team members to ask open-ended questions and engage in problem-solving. What We’re Looking For: Proven experience in customer service leadership, ideally within a product or service-based environment. A passion for delivering 5 customer service and a natural ability to lead by example. Excellent communication skills and the ability to manage and motivate a team effectively. Strong organisational skills, with the ability to manage performance, resources, and employee relations. Comfortable with KPIs, performance metrics, and feedback management processes. A proactive and inquisitive mindset, eager to learn the ins and outs of the business. Ability to thrive in a fast-paced environment, especially during peak periods (up to 900 phone calls a week). Due to the location of the role, you must have access to your own transport. If you’re ready to take the next step in your career and lead a customer service team to new heights, we’d love to hear from you. Apply today