Team Leader - Customer Service



We are excited to be working in partnership with our Glasgow based client who are looking to add talent and recruit inspirational Customer Service Team Leaders for a period of a 6 month fixed term contract.

Our client is looking to appoint a Customer Service Team Leader on a full-time basis working between the hours of 8am-8pm 5 days out of 7. This is a 6-month initial contract. We are looking for a hardworking and ambitious individual who wishes to expand their career working for a highly reputable company. Whilst working in collaboration with key stakeholders you will also lead, coach and support team members.

Role Responsibilities

  • Actively manage, coach and appraise the performance of all team members on a daily, weekly and monthly basis
  • Work closely with L&D to ensure every team member receives key coaching per month
  • Proactively look to improve, streamline and enhance client processes whilst looking at ways to develop and grow the partnership
  • Carry our quality monitoring for each key member whilst objective, goal and KPI setting
  • Delivery 121 coaching sessions
  • Address any underperforming individuals in a timely and appropriate manner
  • Handling customer calls and complaints which get escalated
  • Provide positivity and motivation that encourages all team members to deliver to their full potential
  • Plan and organise team members development
  • Review team members on the process of continuous improvement and implement changes to working practices
  • Deliver satisfaction to clients on quality and service
  • Measure and track performance against established goals
  • Maintain forecasting, scheduling and real time management requirements
  • Allocate workload to ensure SLA's are adhered to
  • Allocate ad-hoc duties and tasks when required
  • You will be directly responsible for the supervision of up to 15 members of staff

To be considered for this opportunity, our client does require the following experience /background:

  • Background leading teams within a call centre or service industry environment
  • Available to commit for a period of 6 months
  • Strong focus on customer service whilst remaining professional
  • High degree of commercial awareness, excellent relationship management skills
  • Previous operational management experience - ideally
  • Strong coaching capability on a team and individual basis
  • Be an inspirational leader through proven experience
  • Ideally offer experience working with business clients directly
  • Ability to lead, coach and develop individuals to meet their full potential
  • Proficient in writing report, business correspondence and procedure manuals
  • High level of accuracy
  • Ability to work under pressure and manage demanding workloads
  • Proactive with a flexible attitude, whilst remaining focused on goals and finding solutions
  • Strong motivation and ability to communicate to the highest of standard
  • Excellent communication skills with the personality to adapt to different people and situations
  • Ideally a background of also dealing with difficult customers within a sales / customer service environment
  • Please Note – this position will be working from home with occasional meetings required in the Glasgow office


  • Salary of £23k per annum & benefits  
  • Generous holiday allowance
  • Excellent training and massive career progression potential
  • Pension
  • Childcare voucher scheme
  • Life Assurance
  • 6-month contract 
  • Working 5 days out of 7 between the hours of 8am to 8pm (40hrs per week)

Next Steps

For further information, please apply by emailing your CV to Utopian Recruitment ASAP. Our client is looking to interview and recruit these positions as soon as possible.

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Whilst Utopian Professional Recruitment strives to get in touch with all our applicants, it isn’t always possible. If you have not heard back from us within 5 working days after sending us your CV unfortunately you have not been shortlisted for this position.

Equal Opportunities

Utopian Professional Recruitment is committed to equal opportunities regardless of gender, race, disability, sexual orientation, religion or belief and age.

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