Customer Service Team Leader

About the role

We are looking for a motivated Customer Service Team Leader to join our dynamic operations. You will guide a team of engineers and contact‑centre staff, ensuring high‑quality service delivery for our clients and their customers while fostering a supportive and safety‑focused culture.

Key responsibilities

• Manage team training to maximise capabilities.
• Schedule engineers daily to meet client and Actavo requirements.
• Maintain client relationships and support both field and back‑office capacity.
• Set clear team goals, delegate tasks and monitor deadlines.
• Provide monthly one‑to‑one feedback and conduct regular team meetings.
• Develop strategies to ensure compliance with company regulations and performance targets.
• Deliver quality customer service, handle enquiries and resolve complaints.
• Support the team manager and assume management duties when required.

Required profile

• 2‑3 years experience in a high‑volume contact centre environment.
• Excellent literacy, numeracy and IT proficiency.
• Strong organisational, interpersonal and communication abilities.
• In‑depth knowledge of performance metrics and decision‑making skills.
• Customer‑focused attitude with a courteous telephone manner.

Required skills

• Microsoft Office

What we offer

• Pension plan
• Life assurance (4× annual salary)
• Employee assistance programme
• Refer‑a‑friend scheme
• Maternity pay
• Educational assistance
• Career progression opportunities
• Long service awards