Customer Service Team Leader

Job Description

Customer Service Team Leader
Peterborough
Monday to Friday – Office Based
£35,000 - £40,000

Are you someone who enjoys being organised, making a difference, and bringing out the best in others?

We’re looking for a passionate and motivated Customer Service Team Leader to join our busy, fast-paced department. Our customers include a wide range of educational institutions – from schools and colleges to universities – and the service we provide genuinely matters.

This role is ideal for someone who thrives on being organised and successful, who leads with enthusiasm, kindness, intelligence, and passion, and who wants to build a long-term career where they can add real value.

You’ll be leading a small but important team of three customer service advisors, helping them stay focused, responsive, and committed to delivering excellent service. A big part of the role is ensuring enquiries are handled quickly and effectively, while also understanding the why behind customer queries so processes can improve and future enquiries can be reduced.

Key Responsibilities

• Supporting customers with a wide range of enquiries in a professional and helpful way


• Providing clear and accurate information about customer orders


• Taking full ownership of enquiries and ensuring they are seen through to resolution


• Leading a team of three advisors to meet targets and maintain high service standards


• Ensuring inbound queries are responded to quickly and effectively


• Leading by example with a positive, “can-do” attitude


• Maintaining excellent attention to detail in all communication and processes


• Communicating clearly and confidently with customers and colleagues
  
• Creating a professional, polite, and approachable environment


• Always treating colleagues and customers with respect


• Understanding the why and how behind customer enquiries and helping identify ways to reduce them in the future


• Acting as the team’s go-to person for support and guidance

• Ideally experience in a similar supervisory or team leader role


• Strong customer service experience


• Someone proactive, focused, and organised


• Passionate about delivering excellent customer service


• A natural leader who understands the difference between leading and simply managing


• Someone who takes pride in being reliable, supportive, and solution-focused


• A person who genuinely wants to build a career and contribute value to the business

• 25 days holiday plus bank holidays


• A friendly and supportive working environment


• A professional but down-to-earth culture


• A business where you will feel valued and recognised


• A great team to work with every day


• A role where your work genuinely makes a difference and adds value to the business

If you’re someone who enjoys being organised, solving problems, supporting others, and delivering exceptional service, we’d love to hear from you.