Customer Service Manager/Team Leader - Si Recruitment : Job Details

Are you an experienced and motivated leader with a passion for delivering outstanding customer service? My client is looking for a Customer Services Manager / Team Leader to join their growing team in Middlesbrough. This is a fantastic opportunity to lead a small, dedicated team in a supportive, fast-paced environment where your impact will truly be felt.

Key Responsibilities:

• Lead and motivate a team of customer service representatives, driving performance and efficiency.
• Resolve complex customer queries and complaints with professionalism and urgency.
• Coach and develop your team to achieve their targets and build their skills.
• Build strong relationships with customers to encourage loyalty and repeat business.
• Collaborate with other departments to improve processes and enhance the customer experience.
• Monitor and analyse team performance, sharing valuable insights with senior management.

What We’re Looking For:

• Proven experience in a customer service management or team leader role.
• Excellent leadership, communication, and people skills.
• A strong problem-solver who can confidently manage escalated customer issues.
• Highly organised, with the ability to work well under pressure and meet deadlines.
• Experience in a rental-based business (advantageous but not essential).
• Confident using Microsoft Excel and customer service software.