Customer Service Team Leader
| Posting date: | 26 September 2025 |
|---|---|
| Salary: | £27,800 to £30,900 per year |
| Hours: | Full time |
| Closing date: | 10 October 2025 |
| Location: | Cardiff, Cardiff County |
| Remote working: | On-site only |
| Company: | ITEC Skills & Employment |
| Job type: | Permanent |
| Job reference: |
Summary
Customer Service Team Leader
Salary banding: £27,800 to £30,900
Location: Itec House, Penarth Road, Cardiff (on-site)
Contract: Full-time, permanent
Hours of work: Monday to Friday 09:00am to 16:30pm
About Us
At Itec, we put our employees at the heart of everything we do. As an employee-owned organisation, every team member plays a crucial role in shaping the future of our business. We foster a culture where each voice is heard, and every contribution is valued. We take pride in empowering individuals and businesses to thrive. Join us and become part of a company that is dedicated to your growth, well-being, and success.
About the role
As a Customer Service Team Leader, you will provide an effective and efficient customer service support for the customer service team maximising the performance of the department and the contracts they support.
Your impact
Responsible for ensuring that all data required for claims is entered accurately and on a timely basis.
Responsible for ensuring that the non-conformance procedures are adhered to and reported to the Customer Service Manager in a timely fashion
Responsible for supporting with inputting data onto the claims database ensuring accuracy and compliance of claim and that all paperwork is completed in an appropriate manner
Responsible for supporting with the production of weekly / monthly claims and submit them by the appropriate deadline
Responsible for providing support to and aiding the development of the Customer Service Advisors in order that the output of the department is maximized at all times
Responsible for the identification of improvements that can be made to systems and processes ensuring that best use is made of available systems
To deputise for the Customer Service Manager in their absence
Accountable for managing the staff development plans of department, providing quarterly reports for Customer Service Manager
Responsible for managing the performance of departmental staff against agreed performance measures
Identifying and implementing training and development of the team
Responsible for the allocation of day-to-day duties to team members
Responsible for monitoring achievement of agreed performance targets and provide feedback to Customer Service Manager on a regular and timely basis
Responsible for monitor team members absences and holidays
Responsible for assisting in the recruitment of departmental staff
What are we looking for?
Essential
Process Management experience
Excellent organisational skills
Ability to effectively manage resources
Meet tight deadlines and manage multi priorities under pressure
Proven ability to deliver results
Excellent organisational skills
Excellent communication and interpersonal skills
Work effectively within a team
Problem solving and innovation
Desirable
Team Leader experience
Safeguarding & Prevent Knowledge and understanding
Estyn Inspection Framework
Knowledge of Safeguarding and Prevent
What’s in it for you?
At Itec, our employees have access to several great benefits, including 30 days of annual leave (rising with length of service), a health care scheme, a 35-hour work week, discounts for retail and gym membership, a profit-sharing scheme, life insurance, employee of the month awards, length of service recognition, and much more.
Itec operates as an equal opportunity’s employer, we welcome applicants from all backgrounds and ensure equal opportunities inclusive of gender, ethnicity, disability, or other protected characteristics.
Apply early, as we may close the vacancy once we have enough suitable applicants. We encourage applicants to disclose any needs for reasonable adjustments during the recruitment process or in their role to help create an inclusive workplace.
Should you not hear from us 2 weeks after application, please assume that your application was not successful on this occasion.
If you're passionate about developing others and making a difference, we’d love to hear from you!
Find out more.
Job Description
Find out more about working with Itec
Our Employee Ownership
Got Questions? Contact Us
Salary banding: £27,800 to £30,900
Location: Itec House, Penarth Road, Cardiff (on-site)
Contract: Full-time, permanent
Hours of work: Monday to Friday 09:00am to 16:30pm
About Us
At Itec, we put our employees at the heart of everything we do. As an employee-owned organisation, every team member plays a crucial role in shaping the future of our business. We foster a culture where each voice is heard, and every contribution is valued. We take pride in empowering individuals and businesses to thrive. Join us and become part of a company that is dedicated to your growth, well-being, and success.
About the role
As a Customer Service Team Leader, you will provide an effective and efficient customer service support for the customer service team maximising the performance of the department and the contracts they support.
Your impact
Responsible for ensuring that all data required for claims is entered accurately and on a timely basis.
Responsible for ensuring that the non-conformance procedures are adhered to and reported to the Customer Service Manager in a timely fashion
Responsible for supporting with inputting data onto the claims database ensuring accuracy and compliance of claim and that all paperwork is completed in an appropriate manner
Responsible for supporting with the production of weekly / monthly claims and submit them by the appropriate deadline
Responsible for providing support to and aiding the development of the Customer Service Advisors in order that the output of the department is maximized at all times
Responsible for the identification of improvements that can be made to systems and processes ensuring that best use is made of available systems
To deputise for the Customer Service Manager in their absence
Accountable for managing the staff development plans of department, providing quarterly reports for Customer Service Manager
Responsible for managing the performance of departmental staff against agreed performance measures
Identifying and implementing training and development of the team
Responsible for the allocation of day-to-day duties to team members
Responsible for monitoring achievement of agreed performance targets and provide feedback to Customer Service Manager on a regular and timely basis
Responsible for monitor team members absences and holidays
Responsible for assisting in the recruitment of departmental staff
What are we looking for?
Essential
Process Management experience
Excellent organisational skills
Ability to effectively manage resources
Meet tight deadlines and manage multi priorities under pressure
Proven ability to deliver results
Excellent organisational skills
Excellent communication and interpersonal skills
Work effectively within a team
Problem solving and innovation
Desirable
Team Leader experience
Safeguarding & Prevent Knowledge and understanding
Estyn Inspection Framework
Knowledge of Safeguarding and Prevent
What’s in it for you?
At Itec, our employees have access to several great benefits, including 30 days of annual leave (rising with length of service), a health care scheme, a 35-hour work week, discounts for retail and gym membership, a profit-sharing scheme, life insurance, employee of the month awards, length of service recognition, and much more.
Itec operates as an equal opportunity’s employer, we welcome applicants from all backgrounds and ensure equal opportunities inclusive of gender, ethnicity, disability, or other protected characteristics.
Apply early, as we may close the vacancy once we have enough suitable applicants. We encourage applicants to disclose any needs for reasonable adjustments during the recruitment process or in their role to help create an inclusive workplace.
Should you not hear from us 2 weeks after application, please assume that your application was not successful on this occasion.
If you're passionate about developing others and making a difference, we’d love to hear from you!
Find out more.
Job Description
Find out more about working with Itec
Our Employee Ownership
Got Questions? Contact Us
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.