Job Introduction

Customer Service Team Leader

Are you an experienced people leader with a strong operational mindset and passion for customer service excellence?

We’re looking for a Customer Service Team Leader to drive performance, develop talent and ensure exceptional service delivery across our department.

This is a pivotal leadership role, responsible for motivating and developing your team while ensuring operational efficiency, compliance and commercial performance.

The Role

As a Team Leader, you will:

Lead, Motivate & Develop

• Lead, coach and mentor your team through structured development and regular feedback

• Conduct effective 1:1s and performance appraisals

• Promote teamwork aligned to Speedy Values

• Influence behaviours and foster a professional, high-performing culture

• Manage disciplinary matters in partnership with the Customer Service Manager and HR Business Partner

• Ensure all team members receive appropriate induction and ongoing training

Operational & Performance Management

• Plan team schedules and manage absence cover

• Support escalations and resolve complex customer issues

• Ensure the department delivers against agreed KPIs, targets and budgets

• Monitor and manage costs in line with financial expectations

• Drive continuous process improvement and knowledge sharing

Customer & Commercial Focus

• Champion customer service excellence, ensuring the highest quality of care

• Work closely with Operations and Sales teams to support customer account management

• Understand customer markets to provide the best solutions

• Promote and upsell new products and services

• Maintain up-to-date product and service knowledge

Systems, Compliance & Accuracy

• Maintain accuracy across Speedy systems

• Ensure processes and procedures meet Speedy and customer expectations

• Demonstrate practical knowledge of operational processes including on hires, off hires, cross hires, breakdowns, back on hires, loss and damage

• Maintain strong operational schedule management

• Ensure compliance with all company policies and procedures

Performance Measures

Success in this role will be measured against:

• KPI performance and service level targets

• Call monitoring and quality feedback

• Contract error rates

• Invoice query volumes and resolution turnaround

• Credit value control

• Loss and damage resolution times

• Scorecard results

• Revenue and sales performance

• Budget adherence

• People metrics including 1:1 completion, appraisals, engagement and absence management

• Customer satisfaction outcomes

What You’ll Need

• Proven leadership experience within a customer service or operational environment

• Strong coaching and performance management capability

• Commercial awareness and ability to manage departmental budgets

• Confident decision-making and escalation management

• Strong systems knowledge and attention to accuracy

• Ability to support your business unit/team to deliver our ESG Strategy – Decade to Deliver

What We Offer

• 26 days holiday (plus bank holidays)

• Pension scheme

• Life assurance

• 95% discount across the Speedy brand

• Voluntary Health Cash Plan

• My Staff Shop retail discounts

• Green Commute Initiative (Cycle to Work scheme)

• PAM Employee Assistance Programme – free and confidential support

• Canteen facilities

• Ongoing training, development and career progression

• Clear progression pathways through our Career Line of Sight

Speedy operates an industry-leading Work Life Balance initiative, focused on colleague wellbeing and flexible working. We offer a range of hybrid and flexible arrangements including flexible start/finish times, shorter days, term-time hours and job share opportunities.

Speedy reserves the right to close vacancies early where high volumes of applications are received. We encourage early applications.

Some roles within The Speedy Group UK&I may require DBS, credit or security clearance checks. All applicants must have the right to work in the UK prior to employment.

We are proud to be an equal opportunity employer, embracing diversity in all its forms and fostering an inclusive environment where everyone can thrive and do their best work.

For further information on our ESG governance policies, please visit:
https://www.speedyservices.com/esg/governance