Job Details
Customer Support Team Leader (Shift based)
JOB-10367
- Type
- Permanent
- Salary
- £35,000 per annum
- Location
- Stevenage
- Sector
- Customer Services
An exciting opportunity has arisen for an experienced and motivated Customer Support Team Leader to join a growing and supportive team. This hands-on leadership role is ideal for someone with strong customer service experience who thrives in a fast-paced environment and enjoys coaching and developing others to deliver excellence.
Location: Stevenage – office based with some hybrid working
Salary: £35,000 per annum + Benefits
Hours: Shift-based (Early shift 8am – 4.30pm/ Mid Shift 11am – 7.30pm/ Late 3pm – 11pm). This shift pattern includes evening and weekend work on a rota basis
About the Role
As Customer Support Team Leader, you’ll be responsible for overseeing a small team of up to five Customer Support Agents, ensuring that all customer interactions are handled efficiently, accurately, and with a consistently high standard of service. You’ll lead by example, managing team performance, supporting training and development, handling escalations, and maintaining compliance with internal processes and external regulations.
This is an office-based role in Stevenage, with some hybrid working available once fully trained. The role follows a shift rota including both day and late shifts, with weekend coverage on a rotational basis.
Key Responsibilities
• Supervise a team of up to five Customer Support Agents, overseeing daily operations and workload allocation
• Provide coaching, mentoring, and ongoing training to support individual development and team performance
• Handle complex or escalated customer queries and ensure timely resolution
• Monitor team performance against KPIs, quality-check communications, and maintain high accuracy standards
• Conduct regular 1:1s, performance reviews, and support continuous improvement initiatives
• Ensure the team delivers exceptional service via email and live chat, maintaining compliance and professionalism
• Collaborate with other departments to improve processes, efficiency, and customer experience
• Maintain a positive, inclusive, and motivating team environment
Skills & Experience Required
• Proven experience in customer service or contact centre leadership (Team Leader, Senior Agent, or Supervisor level)
• Previous experience within an office-based customer service environment (essential)
• Strong leadership and communication skills with the ability to motivate and support others
• Exceptional written English, including spelling, grammar, and punctuation (assessed during the interview process)
• High attention to detail and a commitment to delivering outstanding customer experiences
• Confident working across multiple systems and managing competing priorities
• Flexible and proactive, with strong problem-solving and organisational skills
Benefits
• £35,000 per annum
• Office-based in Stevenage with hybrid working available (after training)
• Shift-based role including weekends on a rota basis
• Pension scheme and private healthcare cover
• Ongoing professional development and leadership training
• Supportive, friendly, and collaborative culture
If you’re a confident communicator with strong leadership experience and a passion for delivering exceptional customer service, this Customer Support Team Leader role offers an exciting opportunity to make an impact in a growing business.
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
Location: Stevenage – office based with some hybrid working
Salary: £35,000 per annum + Benefits
Hours: Shift-based (Early shift 8am – 4.30pm/ Mid Shift 11am – 7.30pm/ Late 3pm – 11pm). This shift pattern includes evening and weekend work on a rota basis
About the Role
As Customer Support Team Leader, you’ll be responsible for overseeing a small team of up to five Customer Support Agents, ensuring that all customer interactions are handled efficiently, accurately, and with a consistently high standard of service. You’ll lead by example, managing team performance, supporting training and development, handling escalations, and maintaining compliance with internal processes and external regulations.
This is an office-based role in Stevenage, with some hybrid working available once fully trained. The role follows a shift rota including both day and late shifts, with weekend coverage on a rotational basis.
Key Responsibilities
• Supervise a team of up to five Customer Support Agents, overseeing daily operations and workload allocation
• Provide coaching, mentoring, and ongoing training to support individual development and team performance
• Handle complex or escalated customer queries and ensure timely resolution
• Monitor team performance against KPIs, quality-check communications, and maintain high accuracy standards
• Conduct regular 1:1s, performance reviews, and support continuous improvement initiatives
• Ensure the team delivers exceptional service via email and live chat, maintaining compliance and professionalism
• Collaborate with other departments to improve processes, efficiency, and customer experience
• Maintain a positive, inclusive, and motivating team environment
Skills & Experience Required
• Proven experience in customer service or contact centre leadership (Team Leader, Senior Agent, or Supervisor level)
• Previous experience within an office-based customer service environment (essential)
• Strong leadership and communication skills with the ability to motivate and support others
• Exceptional written English, including spelling, grammar, and punctuation (assessed during the interview process)
• High attention to detail and a commitment to delivering outstanding customer experiences
• Confident working across multiple systems and managing competing priorities
• Flexible and proactive, with strong problem-solving and organisational skills
Benefits
• £35,000 per annum
• Office-based in Stevenage with hybrid working available (after training)
• Shift-based role including weekends on a rota basis
• Pension scheme and private healthcare cover
• Ongoing professional development and leadership training
• Supportive, friendly, and collaborative culture
If you’re a confident communicator with strong leadership experience and a passion for delivering exceptional customer service, this Customer Support Team Leader role offers an exciting opportunity to make an impact in a growing business.
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
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