Customer Service & Operations Team Leader
Handle Recruitment is supporting the search for a Customer Service & Operations Team Leader to join a purpose-driven, not-for-profit music organisation. We are seeking an experienced Customer Service Team Leader to lead a team of 12-15 advisers. This is an opportunity to make a meaningful impact on the member experience, developing a high-performing team while delivering excellent service, strong operational results and continuous improvement.
Key Responsibilities Lead, motivate and develop a team of Customer Service Advisers, fostering a positive, inclusive and accountable culture.
Manage daily operations, service levels, workloads and resources to meet customer demand and performance targets.
Monitor KPIs, service quality and member satisfaction, using data and management information to drive decisions and improve outcomes.
Coach colleagues, manage individual and team performance, and support ongoing development and well-being.
Handle complex member enquiries and escalations, ensuring fair and appropriate outcomes.
Use CRM platforms, customer service systems, reporting dashboards and workforce management tools to monitor performance, identify trends and optimise service delivery.
Lead team briefings, and implement process and technology-led improvements.
Build effective stakeholder relationships to enhance service delivery and operational effectiveness.
The Person You will have proven experience leading a customer service or contact centre team, with at least six direct reports and a strong track record of delivering results through effective people management, coaching and resource planning. You will bring: Strong digital and technical capability, including experience using CRM and customer service platforms, reporting dashboards and operational systems.
Confidence interpreting KPIs and performance data to identify trends, improve processes and support evidence-based decision-making.
Experience managing performance, coaching colleagues and addressing under performance constructively.
Excellent communication, stakeholder management and problem-solving skills.
A resilient, collaborative and solutions-focused approach, with a commitment to continuous improvement.
Experience within a not-for-profit, membership-based or purpose-led organisation is advantageous but not essential. Relevant leadership or customer service qualifications are desirable. If you are an experienced customer service team leader looking to make a difference, we welcome a conversation. Further details will be shared with suitable candidates at the appropriate stage. Handle actively welcomes applicants from under-represented backgrounds - we pride ourselves on attracting the best talent for every opportunity through a commitment to equality, diversity and inclusion.