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Customer Service Team Leader
The Beauty Tech Group (CurrentBody, ZIIP, Tria)Customer Service Team Leader leading and developing a team of customer service advisors at The Beauty Tech Group. Driving performance, coaching, and delivering exceptional customer experiences.
About the role
Key responsibilities & impact- Lead, motivate, and manage a team of customer service advisors on a day-to-day basis
- Monitor team performance against KPIs (e.g. response times, resolution rates, customer satisfaction) and take action to improve results
- Conduct regular 1:1s, coaching sessions, and performance reviews
- Handle escalated customer queries and complaints with professionalism and empathy
- Support recruitment, onboarding, and training of new team members
- Identify trends in customer feedback and work with wider teams to improve processes
- Create and maintain a positive, supportive team culture
- Manage rotas, workload distribution, and shift coverage
- Report on team performance to senior management
Requirements
What you’ll need- Minimum 2 years' experience managing or leading a team, ideally within a customer service environment
- Excellent communication and interpersonal skills
- Strong problem-solving skills with a calm, solutions-focused approach
- Experience using customer service software/CRM systems (e.g. Dixa, Shopify, Fulfil) is a plus
- Ability to coach, motivate, and develop team members
- Comfortable working with performance data and KPIs
- Resilient, adaptable, and able to thrive under pressure
- A genuine passion for delivering great customer experiences
Benefits
Comp & perks- 25 days holiday (increasing with service) + Holiday Buy scheme
- Auto enrolment pension scheme
- Free parking
- Staff discounts across CurrentBody Skin, ZIIP Beauty, and Tria Laser
- Cycle to Work, and EV/tech schemes
- Supported studies, employee Assistance Programme and enhanced family leave
- Social events, office brunches and career development opportunities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Team ManagementPerformance Data AnalysisCustomer Service SoftwareKPI MonitoringCoachingProblem-Solving
Soft Skills
CommunicationInterpersonal SkillsEmpathyAdaptabilityResilience