{"id":62830,"date":"2026-08-20T00:00:00","date_gmt":"2026-08-19T23:00:00","guid":{"rendered":"https:\/\/www.desiblitz.com\/jobs\/job\/customer-services-team-leader\/"},"modified":"2026-08-20T05:00:09","modified_gmt":"2026-08-20T04:00:09","slug":"customer-services-team-leader","status":"publish","type":"job_listing","link":"https:\/\/www.desiblitz.com\/jobs\/job\/customer-services-team-leader\/","title":{"rendered":"Customer Services Team Leader"},"content":{"rendered":"<p><strong>Are you the kind of leader who can keep a team motivated, performance high, and customers happy &#8211; even when the pressure is on?<\/strong><\/p>\n<p>This is an opportunity for a hands-on leader who enjoys being in the thick of a fast-paced operation &#8211; coaching people, driving standards, solving problems in real time, and leading from the front when it matters most.<\/p>\n<p>As Customer Services Team Leader, you&#8217;ll lead and support a team of Customer Service Advisors across a busy multi-channel environment, ensuring service delivery, quality, compliance, and customer experience remain consistently high.<\/p>\n<p>This role combines people leadership with operational responsibility &#8211; ideal for someone who enjoys coaching teams, improving performance, and making quick, confident decisions in a live operational setting.<\/p>\n<p>You&#8217;ll play a key role in shaping culture, embedding best practice, and helping create a high-performing and collaborative customer service environment.<\/p>\n<\/p>\n<p><strong>Day to Day<\/strong><\/p>\n<ul>\n<li>Lead day-to-day operations for your team, ensuring service levels and customer outcomes are achieved<\/li>\n<li>Coach, support, and develop Customer Service Advisors through regular 1:1s and performance management<\/li>\n<li>Monitor workload, demand, and capacity, making real-time operational decisions<\/li>\n<li>Support live customer interactions during peak demand periods when required<\/li>\n<li>Manage performance, quality, attendance, and conduct consistently and fairly<\/li>\n<li>Handle escalated customer queries, complaints, and risk-based decisions professionally<\/li>\n<li>Complete quality reviews and support calibration activities across the operation<\/li>\n<li>Identify trends and opportunities for continuous improvement using operational data and customer feedback<\/li>\n<li>Support onboarding, training, and embedding of new processes and operational changes<\/li>\n<li>Work collaboratively with Compliance, QA, Training, and wider Operations teams<\/li>\n<\/ul>\n<p><strong>YOU?<\/strong><\/p>\n<ul>\n<li>Previous experience leading or supervising teams within a fast-paced customer service environment<\/li>\n<li>Strong understanding of service delivery, operational KPIs, and quality standards<\/li>\n<li>Excellent communication and coaching skills<\/li>\n<li>Ability to manage difficult conversations and complex customer situations confidently<\/li>\n<li>Strong organisational skills and the ability to prioritise under pressure<\/li>\n<li>Comfortable working across multiple systems and operational tools<\/li>\n<li>Positive, resilient, and accountable leadership style<\/li>\n<li>Experience within betting\/gaming, financial services, retail, utilities, or another regulated environment would be beneficial<\/li>\n<\/ul>\n<p><strong>Additional Information<\/strong><\/p>\n<ul>\n<li>Fully on-site role based in Birchwood<\/li>\n<li>Two-week structured onboarding programme (Monday-Friday, 9am-5pm)<\/li>\n<li>Shift-based rota across a seven-day operation<\/li>\n<li>Working hours cover 06:45-22:00 on an 8-week rolling rota (5 days from 7)<\/li>\n<\/ul>\n<p>If you&#8217;re a people-first operational leader who enjoys fast-moving environments and wants to make a genuine impact, I&#8217;d be keen to speak with you.<\/p>\n<\/p>\n<\/p>\n<p><strong>51707CCR2<\/strong><\/p>\n<p><strong>INDFIR<\/strong><\/p>\n<p><em>The Portfolio Group are acting on behalf of our client in recruiting for this position.<\/em><\/p>\n","protected":false},"author":1,"featured_media":62831,"template":"","meta":{"_promoted":"","_job_location":"Warrington, Cheshire","_application":"https:\/\/www.cv-library.co.uk\/job\/225515179\/Customer-Services-Team-Leader?s=103904","_company_name":"The Portfolio Group","_company_website":"https:\/\/www.cv-library.co.uk\/list-jobs\/377350\/The-Portfolio-Group","_company_tagline":"","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary_currency":"","_job_salary_unit":""},"job-categories":[],"job-types":[685],"job_listing_tag":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Customer Services Team Leader | DESIblitz Jobs<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.desiblitz.com\/jobs\/job\/customer-services-team-leader\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Services Team Leader | DESIblitz Jobs\" \/>\n<meta property=\"og:description\" content=\"Are you the kind of leader who can keep a team motivated, performance high, and customers happy &#8211; 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