Customer Service Assistant Team Leader

Annual Salary: £30,000 - £35,000 per annum

• Are you an experienced customer service professional with a passion for delivering exceptional client service and leading high-performing teams?
• Do you have strong organisational skills and the ability to manage multiple priorities while maintaining excellent communication standards?
• Are you confident overseeing work-order progression, customer updates and operational performance?
• Do you thrive in a fast-paced environment where proactive communication and accountability are key to success?

This role is ideal for an experienced Customer Service professional looking to take the next step into a leadership position. You will be responsible for leading the day-to-day Customer Service function, ensuring clients receive timely communication, work orders are progressed effectively, and service standards are consistently achieved.

Based within a dynamic and growing business, this full-time position offers a salary of £30,000 - £35,000 per annum dependent upon experience.

Role Purpose

Lead the day-to-day Customer Service function, ensuring proactive communication and disciplined progression of client work orders.

The Customer Service Assistant Team Leader will be responsible for overseeing daily customer service operations, allocating workloads, monitoring service delivery performance and supporting team development. The successful candidate will ensure customer requests are managed effectively, work orders are progressed in a timely manner, and clients receive accurate, consistent and professional communication throughout the customer journey.

Working closely with operational teams, contractors and clients, you will drive service excellence, improve accountability and support the achievement of departmental performance targets.

Key Responsibilities

• Lead and coordinate daily Customer Service activities across the team.
• Allocate workloads and oversee effective case management across client portfolios.
• Monitor open jobs and ensure work orders are progressed efficiently and within agreed service levels.
• Review ageing work orders and drive actions to achieve timely completion.
• Monitor contractor progress updates and ensure actions are followed through.
• Review and manage outstanding quotations, approvals and customer responses.
• Identify missed commitments and implement corrective actions to minimise service failures.
• Ensure customers receive proactive updates regarding service requests, works progress and outstanding actions.
• Escalate high-priority issues and service risks appropriately.
• Maintain accurate records within company systems and customer management platforms.
• Ensure account handovers are accurate, complete and effectively communicated.
• Produce regular performance reports and service updates for management.
• Support operational teams in resolving customer queries and service delivery issues.
• Drive continuous improvement initiatives within Customer Service processes.
• Maintain a positive and customer-focused culture within the department.

Skills & Experience Required

• Previous experience within a Customer Service, Service Desk, Helpdesk or Account Management environment.
• Experience leading or supervising a Customer Service team.
• Strong understanding of customer service principles and performance management.
• Experience managing workloads, service requests and operational priorities.
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Experience working with CRM, CAFM or customer management systems.
• High level of organisational skills and attention to detail.
• Ability to prioritise workloads effectively in a fast-paced environment.
• Strong stakeholder management and relationship-building skills.
• Proficient in Microsoft Office, including Outlook, Word, Excel and Teams.
• Experience within Facilities Management or a service-led environment would be advantageous.

Personal Attributes

• Customer focused and service driven.
• Strong leader and team motivator.
• Highly organised and professional.
• Proactive and accountable.
• Positive and resilient under pressure.
• Excellent communicator.
• Solution focused with strong attention to detail.
• Collaborative and supportive team player.

What Success Looks Like

• Timely and consistent customer communications across all accounts.
• Effective progression and management of open work orders.
• Reduction in customer escalations and service complaints.
• Improved contractor accountability and service performance.
• High levels of customer satisfaction and client retention.
• Strong team engagement and development.
• Accurate and effective account handovers.
• Achievement of departmental service level targets and portfolio objectives.