Job Details
Customer Support Team Leader (Night Shift)
JOB-10368
- Type
- Permanent
- Salary
- £38,000 per annum
- Location
- Stevenage
- Sector
- Customer Services
Location: Stevenage – office based with some hybrid working available after training
Salary: £38,000 per annum + Benefits
Hours: Night shift 11pm – 8am (includes weekend working on a rota basis)
An excellent opportunity has become available for a dedicated and experienced Customer Support Team Leader (Night Shift) to join a growing, supportive team in Stevenage. This position is perfect for someone with strong leadership skills and a passion for delivering outstanding customer service in a calm and focused overnight environment.
About the Role
As the Night Shift Team Leader, you will be responsible for leading a small team of up to five Customer Support Agents, ensuring the highest levels of service are maintained during the overnight hours. You’ll manage workflow, provide hands-on support, coach and develop team members, and oversee the resolution of complex or escalated customer issues.
This is an office-based role with hybrid working available after successful completion of training. Working nights, you’ll play a key part in maintaining seamless 24/7 support coverage for customers.
Key Responsibilities
• Lead, motivate, and support a team of up to five Customer Support Agents during the night shift.
• Manage workflow, monitor performance, and ensure adherence to service standards and KPIs.
• Handle escalated or complex queries, ensuring swift and professional resolution.
• Provide regular coaching, feedback, and one-to-one sessions to drive continuous improvement.
• Maintain high standards of accuracy, compliance, and customer satisfaction across all communication channels.
• Foster a positive, supportive, and collaborative team culture throughout night operations.
• Work closely with other shift leaders to ensure smooth handovers and consistent service quality.
Skills & Experience Required
• Proven experience in a customer service leadership role (Team Leader, Supervisor, or Senior Agent).
• Previous experience within an office-based or contact centre environment (essential).
• Strong leadership, communication, and coaching abilities.
• Excellent written English and attention to detail.
• Confident multitasker, able to prioritise effectively under pressure.
• Reliable, proactive, and comfortable working independently during overnight shifts.
• Flexible and solutions-focused, with a commitment to continuous improvement.
Benefits
• £38,000 per annum
• Office based in Stevenage, with some hybrid working available after training
• Night shift: 11pm – 8am (including weekends on a rota basis)
• Private healthcare and pension scheme
• Professional development and leadership training
• Supportive, friendly, and inclusive working culture
If you’re an experienced leader who thrives in a quiet yet focused night-shift environment and takes pride in delivering exceptional customer experiences, this Night Shift Team Leader position could be the perfect next step in your career.
Thank you for your application.
Please note Lawrence Dean Recruitment is acting as an employment agency & business.
Due to the high number of applications we receive, we are unable to respond to all applications individually. If you have not been contacted within 7 working days, your application has been unsuccessful on this occasion, but we may contact you about other opportunities in the future.
INDCORE
Salary: £38,000 per annum + Benefits
Hours: Night shift 11pm – 8am (includes weekend working on a rota basis)
An excellent opportunity has become available for a dedicated and experienced Customer Support Team Leader (Night Shift) to join a growing, supportive team in Stevenage. This position is perfect for someone with strong leadership skills and a passion for delivering outstanding customer service in a calm and focused overnight environment.
About the Role
As the Night Shift Team Leader, you will be responsible for leading a small team of up to five Customer Support Agents, ensuring the highest levels of service are maintained during the overnight hours. You’ll manage workflow, provide hands-on support, coach and develop team members, and oversee the resolution of complex or escalated customer issues.
This is an office-based role with hybrid working available after successful completion of training. Working nights, you’ll play a key part in maintaining seamless 24/7 support coverage for customers.
Key Responsibilities
• Lead, motivate, and support a team of up to five Customer Support Agents during the night shift.
• Manage workflow, monitor performance, and ensure adherence to service standards and KPIs.
• Handle escalated or complex queries, ensuring swift and professional resolution.
• Provide regular coaching, feedback, and one-to-one sessions to drive continuous improvement.
• Maintain high standards of accuracy, compliance, and customer satisfaction across all communication channels.
• Foster a positive, supportive, and collaborative team culture throughout night operations.
• Work closely with other shift leaders to ensure smooth handovers and consistent service quality.
Skills & Experience Required
• Proven experience in a customer service leadership role (Team Leader, Supervisor, or Senior Agent).
• Previous experience within an office-based or contact centre environment (essential).
• Strong leadership, communication, and coaching abilities.
• Excellent written English and attention to detail.
• Confident multitasker, able to prioritise effectively under pressure.
• Reliable, proactive, and comfortable working independently during overnight shifts.
• Flexible and solutions-focused, with a commitment to continuous improvement.
Benefits
• £38,000 per annum
• Office based in Stevenage, with some hybrid working available after training
• Night shift: 11pm – 8am (including weekends on a rota basis)
• Private healthcare and pension scheme
• Professional development and leadership training
• Supportive, friendly, and inclusive working culture
If you’re an experienced leader who thrives in a quiet yet focused night-shift environment and takes pride in delivering exceptional customer experiences, this Night Shift Team Leader position could be the perfect next step in your career.
Thank you for your application.
Please note Lawrence Dean Recruitment is acting as an employment agency & business.
Due to the high number of applications we receive, we are unable to respond to all applications individually. If you have not been contacted within 7 working days, your application has been unsuccessful on this occasion, but we may contact you about other opportunities in the future.
INDCORE
Similar Jobs
-
JOB-10367An exciting opportunity has arisen for an experienced and motivated Customer Support Team Leader to join a growing and supportive team. This hands-on...
- Type
- Permanent
- Salary
- £35,000 per annum
- Location
- Stevenage
- Sector
- Customer Services
-
JOB-10340A fantastic opportunity to join a growing and supportive business as a Customer Support Agent on the night shift. You’ll be the first point of...
- Type
- Permanent
- Salary
- £34,000 per annum
- Location
- Stevenage, UK
- Sector
- Customer Services
-
JOB-10364Graduate Customer Service Executive Are you a recent graduate looking to start your career in a professional, supportive environment? We’re...
- Type
- Permanent
- Salary
- Negotiable
- Location
- Letchworth, Hertfordshire
- Sector
- Customer Services
Get in Touch
Looking to recruit your next star performer? Submit your vacancy below. Or if you want to find your next role, browse our jobs.
