Our client, an industry-leading EAP and OH provider and Sunday Times 'Best Places to Work' organisation, is looking for a Customer Service Team Leader to join their growing team.

This is a hands-on leadership role where you'll be instrumental to the success of the business. You'll drive retention performance across your team while personally engaging in high-stakes client conversations, spotting upsell opportunities, and ensuring business KPIs are consistently exceeded. This isn't just about managing a team - it's about coaching, mentoring, and developing your people to deliver exceptional standards through a sales-through-service approach.

As a Customer Service Team Leader, you'll oversee the full performance cycle: setting clear targets, conducting regular quality checks and coaching sessions, delivering bi-weekly 1-to-1s, and identifying training needs to help your team excel. With a strong focus on performance analysis and opportunity spotting, you'll drive efficiencies across the Relationship Executive team while supporting them to reach their full potential.

This fast-paced role requires someone who can balance strategic leadership with being in the thick of it - problem-solving retention challenges, attending client and broker meetings, and championing upgrades and upsells throughout your portfolio. You'll collaborate across all stakeholders to deliver on ad hoc and project requests, ensuring clien...