Job Description:

Job Title: Customer Service Team Leader

Location: Liverpool (Speke)

Salary: £32,500

Contract Type: Permanent, Full-time. Monday to Friday, variable shifts between 8.00am–6.00pm

About FRC Group

FRC Group is a social enterprise with a mission to End Furniture Poverty. We are committed to making a tangible difference in our communities by providing quality, affordable furniture to those in need. Our values—Bravery, Creativity, Passion, and Professionalism—drive us to tackle social issues head-on, innovating to create sustainable solutions and inspiring positive change.

Operating for over 35 years, FRC Group includes a family of social businesses such as the Furniture Resource Centre and Buckingham Interiors. Our operations are not just about providing furniture; they’re about empowering lives, supporting the community, and ensuring everyone has access to the essential items that make a house a home.

Our team is our greatest asset, and we pride ourselves on fostering a supportive and inclusive working environment where employees can thrive both personally and professionally. We invest in our people through comprehensive training, development opportunities, and a culture that celebrates achievements and milestones.

The Role

We’re looking for a Customer Service Team Leader to help lead and support our customer service team. Reporting to the Customer Service Manager, you’ll play a key part in making sure our team delivers a seamless end-to-end customer journey—from order through to delivery and installation.

This is a hands-on leadership role where you’ll take ownership of team performance, customer experience and operational efficiency. You’ll ensure orders are proactively managed, communication is clear and consistent, and customers are kept fully informed every step of the way.

Alongside day-to-day leadership, you’ll play a key role in improving processes, reducing delivery issues and embedding a culture of accountability, ownership and continuous improvement.

What You’ll Be Doing

Leading the Team

• Manage, motivate and develop a customer service team to meet performance targets
• Set clear expectations and hold individuals accountable for results and behaviours
• Conduct regular one-to-ones, coaching and performance reviews
• Foster a positive, high-performance team culture
• Ensure all orders are managed accurately from order to delivery and installation
• Drive proactive, clear and timely communication with customers
• Act as an escalation point for complex or high-risk issues
• Minimise failed or delayed deliveries through effective planning and problem-solving

Driving Performance & Improvement

• Monitor KPIs including delivery success rates and workload management
• Analyse trends and identify opportunities to improve service and efficiency
• Lead continuous improvement initiatives across the team
• Ensure consistent adherence to processes and service standards

Working Collaboratively

• Build strong relationships with transport, warehouse, finance and other teams
• Ensure smooth coordination and progression of customer orders
• Lead team briefings and keep everyone aligned on priorities and updates

Skills and Experience:

• Previous experience in a supervisory or team leader role
• Background in a busy customer service or call centre environment
• Strong organisational skills with excellent attention to detail
• Confident communicator with a professional, approachable manner
• Ability to manage competing priorities and work under pressure
• Experience improving processes or implementing change
• Good IT skills and confidence using systems to manage workflows
• A proactive mindset with the confidence to challenge and improve ways of working

Benefits

• 28 days holiday per year plus bank holidays
• Christmas shutdown
• Up to 10% pension match
• Staff purchase schemes
• Medicash health insurance
• Employee assistance program
• Travel passes
• Cycle to work scheme
• Birthday celebrations and meals
• Values awards & vouchers
• 3 paid volunteering days per year
• Free parking
• Death in service
• Enhanced maternity and paternity pay
• Free tea, coffee, and fruit
• Wonderful Wednesdays – Free Toast and gatherings
• Training and Development opportunities
• A great place to work with a positive social impact

Interested? Join FRC Group and be part of a team that is dedicated to ending furniture poverty while promoting a culture of bravery, creativity, passion, and professionalism. Apply now to make a meaningful difference in a dynamic and supportive environment.