Job Title: Customer Service Team Leader Location: Coventry, CV6 (Fully Onsite) Contract Length: 3 Months Pay Rate: £13.33 per hour Hours: 37.5 hours per week Core Hours: 9:00am - 5:00pm (30-minute unpaid break + paid 15-minute AM & PM breaks)

Overview of the Role

We are seeking an experienced Customer Service Team Leader to support workflow management and supervise staff within a busy records management operation.

You will play a key role in managing throughput, ensuring best practices are followed, and utilising available technologies to deliver excellent customer service and operational efficiency. You will also work closely with the wider management team to support operational staff and external stakeholders.

Key Responsibilities

Leading and supervising the customer service and administration team on a daily basis

Allocating team resources to meet SLA requirements and performance targets

Monitoring team performance through KPIs and driving continuous improvement

Training and mentoring team members to develop skills and maintain engagement

Identifying and implementing process improvements to enhance efficiency and accuracy

Collaborating with internal teams to resolve operational issues

Ensuring compliance with health & safety procedures and company policies

Overseeing safe and appropriate use of equipment

Providing regular updates and performance reports to management

Experience & Skills Required

Previous experience in an administration and/or customer service role

Proven supervisory or team leadership experience

Strong organisational and problem-solving skills

Good working knowledge of Microsoft Office, particularly Excel

Ability to work under pressure and meet deadlines

Flexible, adaptable, and comfortable in a fast-paced environment

If you are an organised and proactive team leader looking for your next opportunity, we would love to hear from you.

Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy