🤩Customer Services Team Leader - INTERNAL ONLY🏢

Lead with empathy, support your team to thrive and help deliver safe, high‑quality services that genuinely make a difference to customers and service users.

🕰️Hours: 35 hours per week

📅Shift pattern: Monday to Friday. Core hours are 08:00 - 17:00, but flexible to business needs.

💸Salary: £30,000 per annum

📍Location: Hybrid - New Milton

📆Start Date: June 2026

⚠️Please note that this role is subject to pre‑employment screening, including basic DBS checks and two years of referencing. All screening must be completed prior to your start date, which may result in the start date being adjusted if required.

🌍This role is a UK based role and any hybrid/remote work must also be within the UK.

🌟For this role, you need 5mpbs upload and 15mpbs download internet speed🌟

😎Appello Perks :

• 175 hours annual holiday.

• We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more

• 24/7 employee assistance programme with an easily accessible app!

• Family and friends’ discounts on our services & products

• Pension Scheme, up to 4% Company matched

• Private Medical Insurance - Personal

• Free on-site parking

👇ABOUT YOU

We’re looking for a passionate and supportive Customer Service Team Leader to join our Customer Services team. This role plays a vital part in ensuring customers and service users receive compassionate, safe and high‑quality support, while creating a positive, inclusive environment for colleagues.

As a Team Leader, you’ll provide hands‑on people leadership, support day‑to‑day service delivery and act as a visible presence for your team. You’ll balance performance, wellbeing and service outcomes, helping colleagues feel confident, supported and empowered to do their best work.

🎧THE ROLE

In this role, you’ll be responsible for leading people and supporting service delivery across Customer Services and Telecare activities, including:

People leadership and support

• Leading, motivating and supporting Customer Service Operators

• Creating a positive, inclusive and supportive team culture

• Delivering regular one‑to‑ones, coaching and development conversations

• Managing attendance, wellbeing and performance in line with company policies

• Identifying training needs and supporting ongoing skill development

• Acting as the first point of escalation for people‑related issues

Service delivery and performance

• Overseeing day‑to‑day service delivery to ensure customer needs are met safely and effectively

• Monitoring KPIs, service quality and performance standards

• Supporting the team during peak demand and handling escalated customer issues when required

• Contributing to rota cover and resource planning to maintain service levels

• Ensuring systems, processes and procedures are followed accurately

Coaching, quality and improvement

• Observing team activity and providing constructive, developmental feedback

• Using performance insight, quality checks and customer feedback to identify improvements

• Supporting continuous improvement and consistent service standards

• Sharing insight and feedback with managers to support service development

Collaboration, safeguarding and compliance

• Working closely with other Team Leaders, Managers and support teams

• Communicating key messages clearly and consistently

• Acting as a role model for company values and behaviours

• Ensuring safeguarding responsibilities, confidentiality and data protection standards are followed

• Promoting health, safety and compliance across the team 

👀WHO WE ARE LOOKING FOR

We’re looking for a strong people‑focused leader who can combine empathy with confidence and consistency. A candidate with an empathetic, calm and fair leadership style, with the resilience to remain composed under pressure. The successful candidate can be adaptable, approachable and committed to high standards of service, quality and team wellbeing.

Essential

• Experience leading or coaching teams in a customer‑facing or operational environment

• People management experience, including performance and attendance support

• Experience working in a fast‑paced, service‑driven setting

• Confidence handling escalations and supporting colleagues under pressure

• Strong communication, judgement and prioritisation skills

• Confident IT user, comfortable working across multiple systems

Desirable

• Contact centre, telecare or customer service leadership experience

• Experience supporting vulnerable individuals or handling sensitive situations

• Experience using performance data or quality measures to improve outcomes

READY TO APPLY ✅

If you are interested in this role please upload your CV and answer a few questions about yourself.

OTHER INFORMATION

This is an exciting time at  the Appello group - we are a company on the move and now is a perfect time to join our team. You’ll gain exceptional career opportunities and will be part of a company that is continuing to expand.

We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.

If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on 01425 626337.