Team Leader

Customer Service & Admin Team Leader

Location: Keighley
Salary: Up to £35,000 DOE + bonus when permanent
Contract: Temp to Perm
Hours: Monday–Friday, 5:00 pm–1:30 am, with 1 in 3 weekends

About the Role

Rotherwood Recruitment are currently recruiting for an experienced Customer Service & Admin Team Leader to join a busy and well-established organisation in Keighley.

The successful candidate will be responsible for leading and supporting a frontline Customer Service and Administration team, ensuring high standards of customer service, operational performance and team development are consistently maintained.

This is a hands-on leadership position where you will coordinate the day-to-day activities of the team, monitor performance against KPIs and SLAs, support employee development and ensure company processes and procedures are followed effectively.

Key Responsibilities

• Coordinate and oversee the daily operations of the Customer Service & Administration team.
• Lead, support and develop team members, including setting targets and conducting performance and development reviews.
• Monitor team performance and ensure KPI and SLA targets are consistently achieved.
• Ensure company policies, procedures and established processes are followed.
• Support the implementation of new systems, tools and processes.
• Identify opportunities to improve customer experience and operational efficiency using customer service data.
• Resolve day-to-day operational issues and escalate more complex matters where appropriate.
• Ensure new team members receive appropriate training and ongoing development.
• Create a positive and collaborative working environment.
• Handle and oversee the resolution of customer complaints and queries.
• Liaise with customers and stakeholders to ensure a high level of service is maintained.
• Support contingency and recovery procedures to ensure business continuity.
• Maintain accurate records and ensure work is completed within agreed timescales.

About You

The ideal candidate will have:

• Previous team management experience within a busy contact centre environment – essential.
• Experience managing day-to-day operations within a functional team.
• Strong customer service and problem-solving skills.
• Excellent communication and listening skills.
• Experience handling customer complaints and resolving queries.
• Strong organisational skills and excellent attention to detail.
• Good written and spoken English.
• Good working knowledge of Microsoft Word, Excel and Outlook.
• The ability to build positive relationships with customers, colleagues and stakeholders.
• A proactive approach with the ability to work effectively under pressure.

Desirable: Experience using SAP, CRM systems and Salesforce.

Salary & Benefits

• Salary up to £35,000 DOE
• Bonus when permanent, approximately 6% of annual salary, paid quarterly
• 25 days' holiday
• Company pension scheme
• Employee Assistance Programme
• Life assurance
• Cycle to Work scheme
• Hybrid working
• Temp-to-perm opportunity
• Opportunities for development and progression

If you have previous contact centre team management experience and are looking for a new leadership opportunity with excellent benefits and progression potential, we would love to hear from you.