Multi Channel Engagement Team Leader (Customer Service)

🔒 Confidential Employer
Posted 21 April 2026
LOCATION
Leeds
TYPE
Full-time
LEVEL
Mid-Senior level
SALARY
£30,000 / year
CATEGORY
Customer Service
This employer holds a UK Home Office sponsor license — sponsorship for this specific role is at the employer’s discretion

SKILLS

Customer Service People Leadership Coaching Multichannel Environments Communication Skills Data Analysis Team Management

FULL DESCRIPTION

We’re building a new Multichannel Customer Team to deliver high-quality customer experiences across a range of contact channels including phone calls in and outbound across customer service and buying, emails, and more. This is a hands-on leadership role, where you’ll drive performance, quality, and customer satisfaction — ensuring that your team delivers consistently excellent service across all channels. You’ll balance day-to-day operational oversight with coaching, development, and continuous improvement.

Key Responsibilities

  • Lead, coach, and support a team of Multichannel Advisors, ensuring high levels of engagement, morale, and performance.
  • Conduct regular 1:1s, quality reviews, and team meetings, QA’s under People Management.
  • Identify skills gaps and deliver targeted coaching or training
  • Set clear goals and expectations, and ensure accountability
  • Support onboarding and upskilling of new team members
  • Monitor team performance across all channels, communication channels with the customer, and lead your team to high performance and productivity.
  • Ensure customer SLAs and KPIs (response times, quality, customer satisfaction) are consistently met or exceeded
  • Manage scheduling, workload balancing, and resource planning to meet contact demand
  • Handle real-time escalations, complaints, or complex queries as needed
  • Identify recurring issues, friction points or inefficiencies, and contribute to service improvements
  • Provide feedback to wider teams on customer pain points, product/service issues, or process improvements
  • Support the implementation of new tools, processes, and systems within the team
  • Collaborate with other team leaders and departments to ensure seamless end-to-end customer experiences.
  • Lead and be part of the development of the new team, sharing ideas, best practices, suggestions so that this is a success.
  • Drive and lead in data that shows customer demand, trends utilising lean processes to be more effective and aid performance.

Skills, Knowledge and Expertise

Essential Skills & Experience:

  • Proven experience in a customer service/contact centre leadership role minimum 2 years
  • Strong people leadership and coaching skills, with the ability to bring out the best in others
  • A solid understanding of multichannel environments and customer expectations across phone, email, chat, etc.
  • Confident using data to monitor team performance and drive improvement
  • Excellent communication skills — empathetic, clear, motivating
  • Comfortable with change, and able to lead others through transitions
  • Highly organised, calm under pressure, and solution-focused

Nice to Have (But Not Essential)

  • Familiarity with CRM and contact centre technologies
  • Experience in sales
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