Job Description We are looking for a Customer Service Team Leader to join our CX team in Southbank. This is a hands-on leadership role for someone who thrives in fast-paced environments and is driven by outcomes, not just activity. Working closely with the Head of Customer Service, you’ll lead, coach, and develop a team of Customer Service Consultants, while owning your team’s contribution to CSAT, quality, productivity, and service delivery. You’ll bring a clear resolution-first approach focused on simplifying complexity, removing blockers, and helping customers reach faster, better outcomes. You will be responsible for: Lead and inspire a team of Customer Service Consultants to deliver timely, high-quality resolutions Own team performance across CSAT, quality, productivity, and SLAs Coach judgement, accountability, and decision-making Act as escalation point for complex customer issues Manage queues, workflows, and resourcing across channels Use data and feedback to remove root causes Partner with leadership to improve systems and processes Support rostering and peak-period coverage Lead by example during high-volume periods Ensure accurate case management and compliance Collaborate cross-functionally What does success look like? Faster customer resolutions with reduced repeat contact Strong CSAT driven by outcome quality Reduced escalations through empowered teams Improved resolution time and customer effort Clear team progression and engagement
