CSA Lead
CSA Lead
We are seeking an experienced and motivated CSA Lead to guide a customer service team and ensure consistently high standards of support. This is an excellent opportunity for a confident people leader who can balance day-to-day operational delivery with a strong focus on customer satisfaction, quality and continuous improvement.
In this role, you will lead, coach and support Customer Service Advisers, helping them achieve individual and team objectives. You will act as a point of escalation for complex enquiries, promote effective problem-solving and ensure customers receive accurate, timely and professional assistance across all communication channels.
Key responsibilities
- Lead and motivate a team of Customer Service Advisers, fostering a positive and inclusive working environment.
- Monitor team performance against agreed service levels, quality measures and customer satisfaction targets.
- Provide regular coaching, feedback and development support, including contributing to training and performance reviews.
- Handle escalated or sensitive customer enquiries with professionalism, empathy and sound judgement.
- Review customer feedback and operational data to identify trends, risks and opportunities for improvement.
- Ensure processes, policies and regulatory requirements are followed consistently.
- Work collaboratively with colleagues across the business to resolve issues and improve the customer journey.
- Prepare clear reports and updates for managers, highlighting achievements and areas requiring attention.
About you
You will have previous experience in a customer service, contact centre or service delivery environment, with demonstrable experience of leading, mentoring or supervising others. You should be confident managing competing priorities, making decisions and communicating effectively with customers and colleagues at all levels.
Strong organisational skills, attention to detail and a practical approach to problem-solving are essential. You will be comfortable using customer relationship management systems and standard office software, and able to interpret performance information to support informed decisions. A calm, resilient and customer-focused approach is vital.
In return, you will have the opportunity to develop your leadership skills within a supportive environment, contribute to meaningful service improvements and play a key role in delivering an excellent customer experience.
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