Welcome to Shared Services Connected Ltd

Customer Service Team Leader

Do you have what it takes to create an inspiring vision of what team work is and what it can what it can achieve together?

You’ll be responsible for the day-to-day supervision of a team within Customer Services.

You will be prioritising and making decisions on workflow in order to deliver an excellent customer service meeting contractual or service level obligation and for the motivation and development of their line reports with the aim to create a great place to work.

Key responsibilities:

  •  Build and lead your team by implementing monthly performance reviews and required development and succession plans to recognise talent
  • Ensure your team are appropriately trained and supported to carry out the duties of their role, including an appreciation of new systems and an understanding product lines
  • Ensuring an excellent standard of customer service is maintained across Customer Services by motivating the team to deliver world class service and consistently exceed the customers’ expectations by full participation with the Institute of Customer Service initiative
  • Listen to, understand and support line reports, treating them as individuals and through coaching and mentoring help them to see and achieve their full potential
  • Ensure effective communication to all line reports is in a timely manner to facilitate empowerment and staff engagement, by holding regular team meetings, that involve team members in decisions
  • Implement efficient and effective working practices and make recommendations for continuous improvement providing opportunities for your team to exceed customer expectations


Essential skills:

  • Able to lead and manage a team.
  • Understanding of relevant systems or a strong willingness to learn
  • Highly developed user of Excel, Word, PowerPoint.
  • Able to influence behaviour of colleagues and clients through use of evidence, knowledge of your area and relationships.
  • Able to build relationships with others quickly
  • Able to communicate in an honest, professional manner
  • Able to be pro-active in approach- not waiting for others to provide tasks or activities.
  • Proven leaders- showing that you can be fair, consistent and innovative in your approach.


Posted: 18/12/2019

Big facts

Our Services

Finance & Accounting, HR & Payroll and Procurement plus specialist Government and Police-specific services.
Top of page


Three Cherry Trees Lane,
Hemel Hempstead,

SSCL is a trading name of
Shared Services Connected Ltd
Registered in England.

Registration No.

Registered Address:
Three Cherry Trees Lane,
Hemel Hempstead,