Customer Service Team Leader

Join our Team as a Customer Service Team Leader

Location: Gurgaon

About the role:

Are you a natural leader with a passion for delivering exceptional customer experiences As a Customer Service Team Leader, you'll lead a team of Customer Service Advisors, driving performance and engagement while ensuring service excellence across every interaction.

You'll be responsible for coaching, motivating, and developing your team, managing complaints with empathy and commercial awareness, and helping shape a positive, high-performing environment. If you thrive in a fast-paced setting and love making a difference, this is your opportunity to lead from the front.

What makes you a great fit:

• Proven experience managing a customer service team in a fast-paced environment
• Tenacious and target-driven with a proactive mindset
• Strong people management and coaching skills
• Excellent communication and listening abilities
• Calm under pressure with strong problem-solving skills
• Commercially aware and customer-focused
• Adaptable, self-motivated, and detail-oriented
• Skilled in resource planning and performance management
• Passionate about delivering and inspiring exceptional service
• Effective at managing change and leading through transitions

Key responsibilities:

• Plan and manage team resources to meet service level targets
• Foster a positive team culture and high morale
• Drive delivery of customer SLAs and improve department KPIs
• Support onboarding, training, and development of team members
• Handle and resolve customer complaints with professionalism
• Monitor and record team performance and service quality
• Manage customer credit requests with commercial awareness
• Conduct regular quality checks and provide feedback
• Support and motivate staff to achieve individual and team goals

Perks for our People:

• Holidays: 18 days annual leave, + 6 public holidays
• Other Leave: 7 days casual leave, 7 days sick leave
• Development: In-House Training Academy
• Wellbeing: Mental Health support

Who we are:

Onecom is an award-winning provider of Communication Technology, trusted by UK organisations to deliver Simply Brilliant Customer Experiences.

Our values:

We champion our values in everything we do: Innovation, Integrity, Ambition, Knowledge, Inspiration.

ED&I:

We are committed to equity, diversity, and inclusion, and we encourage candidates to complete our equality monitoring form as part of the application process. Responses are anonymous and help inform our future initiatives.