Customer Service Team Leader and Coach

Salary: £30,000 per annum

Hours: 37.5 hours per week (occasional bank holidays required)

Location: Comfort House, Batley

At HSL, we've been helping people sit comfortably for over 55 years. We create quality furniture that improves lives, and we're looking for a passionate Customer Service Team Leader & Coach to help us deliver exceptional service to every customer.

Our Feel-Good Benefits:

• Health Cash Plan
• Westfield Rewards discounts and gym memberships
• Generous colleague, friends and family discount
• 30 days holiday, rising to 33 with service
• Contributory pension and life assurance
• Discretionary bonus
• Free onsite parking
• Regular colleague events and celebrations

About the Role:

As Customer Service Team Leader & Coach, you'll lead and develop a team of Customer Care Advisors, creating a positive and high-performing environment. This is not a traditional management role. We're looking for a leader who leads from the front, inspires others through action, and is passionate about developing people. You'll coach, mentor and support our Customer Care Team while ensuring every customer receives a caring, professional and solution-focused experience. You'll support new and existing colleagues through coaching, training and ongoing development while helping to drive service excellence across the department. You'll be hands-on, visible and highly engaged, supporting colleagues with complex customer queries and identifying opportunities to improve performance and customer satisfaction.

Key Responsibilities:

• Lead, motivate and coach the Customer Care team.
• Train and develop new and existing team members.
• Conduct regular 1-2-1s, coaching sessions and performance reviews.
• Support recruitment, onboarding and induction activities.
• Handle escalated customer enquiries and complaints.
• Promote a customer-first culture built on empathy and care.
• Monitor performance, quality standards and KPIs.
• Identify opportunities for continuous improvement.
• Work collaboratively with other departments to improve customer outcomes.
• Support day-to-day Customer Care operations.

What We’re Looking For:

• Previous experience in a Customer Service, Customer Care or Customer Experience role.
• Experience leading, coaching or mentoring others.
• Experience delivering training and developing people.
• Strong complaint handling and problem-solving skills.
• Excellent communication and interpersonal skills.
• A positive, proactive and solutions-focused approach.
• A genuine passion for helping customers and developing colleagues.
• Strong organisational skills and attention to detail.

The Ideal Person:

You'll be an empathetic people-person who understands the importance of outstanding customer care, particularly when supporting older and more vulnerable customers. You'll be ambitious, motivated and committed to helping others succeed. You'll enjoy leading from the front, celebrating success, building confidence in others and creating a culture where people feel supported, valued and empowered to perform at their best.

Why Join HSL?

• Make a meaningful difference to customers every day.
• Shape and develop a successful Customer Care team.
• Work for a values-led business with a strong customer focus.
• Build your leadership career in a supportive environment.
• Be part of a company that genuinely cares about its customers and colleagues.

A little more about us:

At HSL, we create feel-good moments through comfort, care and craftsmanship. We’re proud to hold an excellent Trustpilot rating and have been recognised as a 2 Star Outstanding company by Best Companies. We celebrate individuality, value our people and encourage everyone to make a positive difference.

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