Customer Service Team Leader

Location: Guildford (Hybrid Options Available)

Salary: £45,000


Hours: Monday to Friday, 8:30am-5pm


Daily Duties


Supervising the management of Inbound and Outbound Calls, Customer Emails, Online Portal activity and future processes

Day to day management and point of escalation for customer contact specialists

Understand the commercial and company strategy to facilitate the introduction of customer service improvements

Review the responsibilities of internal departments and align these with our future strategy

Understand the complete customer journey to improve efficiency, and effectiveness.

Assisting the complaints manager with the analysis, monitoring, checking and response to reviews via social media

Define customer satisfaction targets and coordinate internal teams to measure and consistently achieve these.

Analysis of customer calls and responses  to ensure quality standards are in place

Creating and updating internal procedures and generating reports to illustrate department Management Information

Provide leadership and guidance, to team members to promote a culture of continuous improvement.

Promoting company values and ensuring the teams adherence to the values

Interacting with the HR department as a partner in all relevant HR topics


Key Skills


Excellent communication skills

Team management skills

Time management skills

Analytical approach to work




10% Pension contribution (Employee to contribute minimum 3%)

Life Assurance (5x Basic salary)

Flexible working

Private Medical Insurance provided by AXA

Access to the Employee Assistance Programme via AXA Health

Regular appraisals, training and career development

Access to the full LinkedIn learning library

Support with Charity incentives

Length of service recognition awards

Free Parking (to be confirmed depending on location)