Customer Service Team Leader (SAMpeople)
Resumen del puesto por JobGrid
Customer Service Team Leader (SAMpeople) at Arbor Education: Wakefield, Reino Unido; Híbrido; Jornada completa; Soporte y éxito del cliente. JobGrid adds normalized role facts, source context, and a path to the employer application page so candidates can compare the listing before applying.
- Location and workplace: Wakefield, Reino Unido, Híbrido
- Role classification: Soporte y éxito del cliente, Jornada completa
- Source freshness: checked by JobGrid on 2026-05-30.
- Application path: candidates continue to the employer application page with non-personal referral tags.
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 development opportunities.
- Helpdesk Oversight: Oversee all first-line support activities, ensuring ticket queues are managed effectively and SLAs are consistently met.
- Freshdesk Administration: Act as a key administrator for Freshdesk, creating automation rules, managing ticket templates, and optimising workflows to reduce manual overhead.
- KPI Management: Track, analyse, and report on team performance metrics (e.g., response times, resolution rates, and CSAT scores) to ensure high service standards.
- Process Improvement: Continuously review and streamline support processes to improve the customer experience and internal team efficiency.
- Escalation Support: Investigate and resolve complex or high-priority customer queries that require senior-level intervention or cross-departmental collaboration.
- Internal Upskilling: Ensure the support team is fully trained on new product features and internal systems to maintain a high "first-contact resolution" rate.
- Reporting: Provide regular insights to the Head of Customer Service regarding common customer pain points, system health, and team capacity.