Customer Service Team Leader

Arbor Education

Customer Service Team Leader managing the day-to-day operations of a first-line support team. Ensuring customer enquiries are handled efficiently in a hybrid work environment.

Posted 5/12/2026full-timeWakefield • 🇬🇧 United KingdomSenior💰 £36,750 per yearWebsite

About the role

Key responsibilities & impact

Team Management: Line manage the Customer Support Advisors, providing daily guidance, conducting performance reviews, and identifying development opportunities.
Helpdesk Oversight: Oversee all first-line support activities, ensuring ticket queues are managed effectively and SLAs are consistently met.
Freshdesk Administration: Act as a key administrator for Freshdesk, creating automation rules, managing ticket templates, and optimising workflows to reduce manual overhead.
KPI Management: Track, analyse, and report on team performance metrics (e.g., response times, resolution rates, and CSAT scores) to ensure high service standards.
Process Improvement: Continuously review and streamline support processes to improve the customer experience and internal team efficiency.
Escalation Support: Investigate and resolve complex or high-priority customer queries that require senior-level intervention or cross-departmental collaboration.
Internal Upskilling: Ensure the support team is fully trained on new product features and internal systems to maintain a high "first-contact resolution" rate.
Reporting: Provide regular insights to the Head of Customer Service regarding common customer pain points, system health, and team capacity.

Requirements

What you’ll need

Proven Leadership: Experience in a team leader or senior role within a customer support or helpdesk environment, preferably in SaaS.
Technical CRM Expertise: Proficiency in managing and configuring Freshdesk (or a similar enterprise-level ticketing system).
Strong Communication: Excellent verbal and written skills, with the ability to handle difficult customer situations with professionalism.
Analytical Skills: Ability to collect and interpret helpdesk data to drive decision-making and performance improvements.
Logical Troubleshooting: A systematic approach to problem-solving and technical investigation.
Organisational Excellence: Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
SaaS Experience: Strong understanding of software-as-a-service delivery models and technical support cycles.
Education Sector Knowledge: Familiarity with the specific needs and communication styles of schools and multi-academy trusts.
Project Management: Experience in implementing new tools or significant process changes within a support team.

Benefits

Comp & perks

25 days annual leave (plus 8 days Bank Hols)
Your birthday off
BUPA Healthcare Cashback plan – following successful completion of probation
Pension Scheme
Ongoing professional development opportunities – we can offer supported study and potential funding for external qualifications
A cracking team to work with!
Flexible working – we can offer part time or term time hours to suit you and your family

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

FreshdeskKPI ManagementProcess ImprovementData AnalysisTechnical TroubleshootingProject ManagementAutomation RulesTicket ManagementPerformance MetricsFirst-Contact Resolution

Soft Skills

LeadershipCommunicationAnalytical SkillsOrganisational ExcellenceProblem-SolvingCollaborationCustomer ServiceTrainingAttention to DetailProfessionalism