Customer Service Team Leader (SAMpeople)

Location: Wakefield, Hybrid

Salary: up to £36,750

About the role

As the Customer Service Team Leader, you will be responsible for the day-to-day management of the first-line support team and the overall efficiency of our customer service operations. You will ensure that customer enquiries via telephone, chat and ticket systems are handled with speed, technical accuracy, and a high standard of service.

Your role is a blend of people management and systems optimisation. You will work closely with the Head of Customer Service to refine our Freshdesk environment, streamline support workflows, and manage the KPIs that define our success. You will be the point of escalation for complex issues and the driving force behind a high-performing support culture.

Key Responsibilities:

• Team Management: Line manage the Customer Support Advisors, providing daily guidance, conducting performance reviews, and identifying developmen...