Job Description

Team Leader - Customer Service

Liverpool (Hybrid - 2 days onsite per week, with flexibility)
£28,000 - £33,000 per annum
37.5 hours per week | Shifts: Monday to Sunday, 8:30am - 8:30pm
Includes Bank Holidays | Full-time onsite training initially

Brook Street is proud to be working with a market leader in customer service, supporting some of the world's leading brands. We're looking for an experienced and motivated Team Leader to join a fast-paced, high-performance environment and lead a team of Customer Service Associates.

Key Responsibilities

• Lead and develop a high-performing team to deliver exceptional customer service.

• Resolve customer queries with a 'Right First Time' approach.

• Coach, motivate, and inspire your team to meet and exceed targets.

• Build a positive and engaged team culture that promotes service excellence.

• Communicate key campaign performance insights to stakeholders.

• Drive continuous improvement in the customer journey and team performance.

• Identify and escalate service issues or emerging trends.

• Deliver both individual and team KPIs effectively.

• Work flexibly within a 7-day operational shift pattern.

About You

• Proven leadership experience in a contact centre or high-volume service environment.

• Skilled in performance coaching, team development, and situational leadership.

• Strong people management skills with the ability to motivate and influence.

• Passionate about delivering first-class customer service.

• Organised, quality-focused, and detail-oriented.

• A confident decision-maker with commercial awareness.

• Resilient, proactive, and self-motivated with a strong work ethic.

• Excellent interpersonal, verbal and written communication skills.

• IT proficient, especially with MS Office and general systems.

Brook Street NMR is acting as an Employment Agency in relation to this vacancy.