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Team Leader

Job details
Posting date: 25 September 2025
Salary: £28,000.00 to £33,000.00 per year
Hours: Full time
Closing date: 25 October 2025
Location: Liverpool, Merseyside, L3 9QJ
Remote working: Hybrid - work remotely up to 2 days per week
Company: Brook Street
Job type: Permanent
Job reference: BBBH421423_1758816657

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Summary

Team Leader - Customer Service

Liverpool (Hybrid - 2 days onsite per week, with flexibility)
£28,000 - £33,000 per annum
37.5 hours per week | Shifts: Monday to Sunday, 8:30am - 8:30pm
Includes Bank Holidays | Full-time onsite training initially

Brook Street is proud to be working with a market leader in customer service, supporting some of the world's leading brands. We're looking for an experienced and motivated Team Leader to join a fast-paced, high-performance environment and lead a team of Customer Service Associates.

Key Responsibilities

  • Lead and develop a high-performing team to deliver exceptional customer service.

  • Resolve customer queries with a 'Right First Time' approach.

  • Coach, motivate, and inspire your team to meet and exceed targets.

  • Build a positive and engaged team culture that promotes service excellence.

  • Communicate key campaign performance insights to stakeholders.

  • Drive continuous improvement in the customer journey and team performance.

  • Identify and escalate service issues or emerging trends.

  • Deliver both individual and team KPIs effectively.

  • Work flexibly within a 7-day operational shift pattern.

About You

  • Proven leadership experience in a contact centre or high-volume service environment.

  • Skilled in performance coaching, team development, and situational leadership.

  • Strong people management skills with the ability to motivate and influence.

  • Passionate about delivering first-class customer service.

  • Organised, quality-focused, and detail-oriented.

  • A confident decision-maker with commercial awareness.

  • Resilient, proactive, and self-motivated with a strong work ethic.

  • Excellent interpersonal, verbal and written communication skills.

  • IT proficient, especially with MS Office and general systems.

Brook Street NMR is acting as an Employment Agency in relation to this vacancy.

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