Customer Service Team Leader

We're looking for a confident and people-focused Customer Service Team Leader to guide and motivate a team of customer service advisors. You'll be responsible for day-to-day team performance, coaching individuals to deliver outstanding service, and making sure customers get a fast, friendly, and effective experience every time they get in touch. This is a great opportunity for someone who enjoys developing people, solving problems, and driving continuous improvement within a busy customer-facing environment. What you’ll be doing: Lead, motivate, and manage a team of customer service advisors on a day-to-day basis Monitor team performance against KPIs (e.g. response times, resolution rates, customer satisfaction) and take action to improve results Conduct regular 1:1s, coaching sessions, and performance reviews Handle escalated customer queries and complaints with professionalism and empathy Support recruitment, onboarding, and training of new team members Identify trends in customer feedback and work with wider teams to improve processes Create and maintain a positive, supportive team culture Manage rotas, workload distribution, and shift coverage Report on team performance to senior management Skills, knowledge & expertise: Minimum 2 years' experience managing or leading a team , ideally within a customer service environment Excellent communication and interpersonal skills Strong problem-solving skills with a calm, solutions-focused approach Experience using customer service software/CRM systems (e.g. Dixa, Shopify, Fulfil) is a plus Ability to coach, motivate, and develop team members Comfortable working with performance data and KPIs Resilient, adaptable, and able to thrive under pressure A genuine passion for delivering great customer experiences Why work at The Beauty Tech Group: At The Beauty Tech Group, we’re redefining the future of beauty by bringing cutting edge technology into homes around the world. Born from CurrentBody and now home to category leading brands including CurrentBody Skin, ZIIP Beauty, Tria Laser, and CurrentBody Skin: The Clinic, we innovate at pace to create transformative devices and skincare solutions used globally. Our brands combine clinical credibility with consumer focused design, spanning LED, radio frequency, microcurrent, and laser technologies, and are trusted by customers in over 80 countries. Working here means building your career in an environment where you’re empowered to develop deep expertise, take ownership of your impact and think big as part of a fast growing, ambitious business. We’re looking for exceptional people to join us at an exciting stage and help shape the next generation of beauty technology brands. What is in it for me: Shift pattern: Monday, Tuesday, Thursday, Friday (office) 8-4:30, Wednesday work from home and 1 in 3 weekends 8-4:30 Saturday and Sunday with a scheduled rota day off for both days. 25 days holiday (increasing with service) + Holiday Buy scheme Auto enrolment pension scheme Free parking Staff discounts across CurrentBody Skin, ZIIP Beauty, and Tria Laser Cycle to Work, and EV/tech schemes Supported studies, employee Assistance Programme and enhanced family leave Social events, office brunches and career development opportunities Recruitment process: Application reviewed by Talent Acquisition Team Initial call with the Talent Acquisition Team In person interview at the office (including short task) Feedback At The Beauty Tech Group we are committed to a diverse and inclusive workplace and welcome applications from all backgrounds.