Customer service team leader job description

Teamwork is vital to the success of any business, but unfortunately groups of people won’t always work well together.

This is where team leaders step in. Helping to keep everyone motivated, they play an important part in customer service.



So, what will I actually be doing?

Supervising, guiding and motivating, team leaders are there to help colleagues work together and ensure they’re delivering good customer service.

Ensuring the staff are happy so the business can run smoothly, you’ll organise and delegate their workload as well as monitoring them to make sure it’s done correctly. Depending on the size of the company, your daily tasks could also include:

  • Helping with training and development
  • Completing paperwork
  • Handling complaints (from both staff and customers)
  • Financial responsibilities
  • Ordering stock (where applicable)
  • Helping with promotional events
  • Personnel duties
  • Reporting to senior level management

Depending on the organisation you may also have to get your hands dirty and carry out the same work as the team you’re managing.

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The finer details...

If you’re looking to do this job full-time, you’ll probably work 35-40 hours a week, although part-time and flexible work is commonly available too.

The times of your working hours will vary depending on the company. You could be working 9-5 during weekdays or have your hours split up into shifts, so it’s always worth checking with the employer before you start accepting any job offers.

Your working environment will also change depending on what industry you’ve chosen, but some companies want their team leaders to travel to different locations and help manage staff across the business.


Money, money, money

So, you’re interested in the job, but now you want to know the salary? Well, it varies depending on your employer, your location and your industry, but team leader salaries are normally between £15,000 and £25,000 a year.

Go higher up in management and you could earn up to and above £40,000.

See what people are earning in this job


The good points...

With so many companies needing team leaders to keep an eye on things, there’s lots of working environments on offer. The most popular organisations for team leaders in the customer service sector include:

Not sure which to choose? Don’t worry, with so many different industries to choose from, if your current sector isn’t doing anything for you, you can always try your hand at another.


...and the bad

The staff won’t always be feeling happy and motivated, and it’s your job to think of ways to inspire them before it starts affecting customer service. Sounds easier than it is.

Plus if the managers find out the staff aren’t doing any work or constantly coming in late, you’re in trouble.


Is there study involved?

Although a general education is an added bonus for this job, your skills and previous experience (either in the industry or in a general leadership role) is more important than qualifications as it shows you can handle the responsibility. Make sure you check any entry requirements with employers first though, as every company has different expectations and policies.

Worried your leadership skills aren’t up to scratch? Don’t panic, many companies will allow you to develop your skills on the job or put you in a training programme so you can earn while you learn.

If you’re looking for some extra qualifications to prepare you for a management role, there are several you can work towards, including NVQs in team leading or management. Or you could study part-time for qualifications from the Institute of Leadership and Management (ILM) or the Chartered Management Institute (CMI ).

ILM qualifications include:

  • Level 2 certificate in team leading
  • Level 3 certificate in first line management
  • Level 5 diploma in management

CMI qualifications include:

  • Level 2 introductory certificate in team leading
  • Level 3 introductory certificate in management
  • Level 4 introductory diploma in management
  • Level 5 diploma in management

Need additional qualifications? Find a course at our Learning Zone


OK, I'm interested... But is it really the job for me?

One of the main traits you’re going to need as team leader is unsurprisingly, leadership and communication skills. So if you’re a shy wallflower or can’t talk in a room full of strangers, you might want to try another job.

As well as good people skills, it’s also handy if you’re a good motivator, because if the team have low morale you’re not going to get much out of them.

Other useful traits include:

  • A responsible attitude
  • Ability to prioritise work
  • Good at planning ahead
  • Remaining calm under pressure
  • Decision-making abilities
  • IT skills
  • Time management
  • Ability to have authority but tactful with it Ability to have authority but tactful with it
  • Accurate record keeping


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