Customer Service Team Leader Job Description, Key Duties and Responsibilities

By | July 16, 2023
Customer Service Team Leader Job Description
Customer service team leaders provide leadership, training, and supervision to a team of employees.

This post provides detailed explanation on the customer service team leader job description.

You will understand what the customer service team leader does, in terms of the key duties, tasks, and responsibilities that they perform.

It also presents the major requirements candidates may need to meet to be hired for the customer service team leader role, as well as the salary expectation for the position.

What Does a Customer Service Team Leader Do?

The customer service team leader job description entails providing leadership, training, and supervision for a team of employees.

It also involves ensuring the smooth operation of the company’s Customer Service Department.

A customer service team leader must ensure that any issues are resolved within their department and in a timely manner.

If a problem arises, a customer service team leader can be called upon to go above and beyond what is required in order to resolve the issue.

He/she must produce a customer service plan that clearly states the policies, procedures, and processes which the team will use.

Customer service team leaders test their plans regularly to ensure that they are efficient and effective.

They are flexible enough to deal with any changes and issues as they arise, and to make changes where necessary to ensure that all duties are met.

It is also the duty of the team leader to manage projects, meet deadlines, and input operational information into computer systems as appropriate.

They also negotiate with third-party providers to help improve the operations in relation to quality, cost cutting, or new services.

In some companies, the customer service team leader is not just responsible for the members of their own department, but also other departments, such as accounts, research, marketing, and sales.

They ensure that all new employees are properly trained and inducted into the company’s culture.

A customer service team leader will often be required to familiarize new employees with policies and procedures on health, safety, quality, and security

They are required to attend workshops, seminars, and conferences to keep up to date with developments in customer service and technology.

More on Customer Service Team Leader Job Description

Furthermore, the customer service team leader’s role includes training all members of their team on how to deal with various problems, in terms of complaints, enquiries, and sales.

It is also their responsibility to ensure that due attention is paid to the quality of service provided between staff members, as this acts as a benchmark.

They are also involved in the process of appointing new employees to ensure adequate training and induction is given to them.

Customer service team leaders may be required to hire external consultants or outsourced internal services where necessary.

They must ensure that their staff members are provided with suitable work environment, which encourages a positive health for all and safe working culture.

Part of their job includes liaising with senior managers in their department, other departments, and contractors, to ensure that departments work efficiently.

The customer service team leader’s duties also entails measuring staff performance against quality standards and identifying areas for improvement and/or training.

It also entails being compliant with all relevant health and safety rules and regulations.

The customer service team leader is also responsible for ensuring that all aspects of the Company’s Health and Safety Policy are adhered to.

In addition, they are required to increase efficiency within their department by finding ways to save money, increase productivity, or improve the speed with which they can complete a task.

The customer service team leader has a positive influence on his/her employees as he/she is able to encourage performance, make improvements, and provide support.

It is also part of their responsibilities to work with other departments, such as marketing, on the development or delivery of their services.

They are responsible for aligning the performance objectives of their staff with those of the company.

Customer Service Team Leader Job Description Sample/Example/Template

The customer service team leader job description consists of the following duties, tasks, and responsibilities:

  • Provide customer service to customers in a professional manner and ensure that they receive the best possible service
  • Ensure that all calls are answered within an appropriate time frame, and that any problems or issues with your account are resolved as quickly as possible
  • Follow up on outstanding issues and resolve them promptly
  • Maintain a high level of knowledge about company products and services
  • Provide feedback and suggestions regarding improvements to company processes and systems
  • Attend meetings and other events as required
  • Resolve complaints from customers and provide solutions to their queries
  • Adhere to company policies and procedures
  • Hire, train and motivate staff appropriately
  • Align self with the business strategy and objectives
  • Manage performance effectively.

Customer Service Team Leader Job Description for Resume

If you are writing a new resume or CV and have worked before in the role of a customer service team leader or are presently working in that position, you can create an effective Professional Experience section for your resume by applying the job description example above.

You can highlight the customer service team leader duties from the above job description example in your resume’s Professional Experience to show that you have been successful in the customer service team leader role.

This can help increase your chances of getting an interview or being hired, especially if the new job that you are applying for requires someone who has some work experience as a customer service team leader.

Customer Service Team Leader Requirements: Skills, Knowledge, and Abilities for Career Success

If you are applying to work as a customer service team leader, here are major requirements you may be asked to meet to be hired:

  • A Bachelor of Science degree in Business Administration, Marketing, or in a related subject
  • Experience in providing excellent customer service to consumers
  • You must be able to communicate your thoughts in a concise and clear manner
  • Strong interpersonal skills are essential
  • Excellent organizational skills and ability to focus and give attention to detail
  • Ability to work independently and take responsibility for your actions
  • Strong ability to multi-task and prioritize workloads
  • Good communication skills and excellent written and verbal English language skills
  • Knowledge of Microsoft Office applications (Word, Excel, and Outlook) are preferred
  • Flexibility to travel occasionally.

Customer Service Team Leader Salary

According to, the starting income for a customer service team leader ranges from $49,083 to $63,625 per year, with a median starting salary of $55,312.


This post is helpful to individuals interested in the customer service team leader career; they can learn all they need to know about what a customer service team leader does.

It is also useful to recruiters/employers who are looking to hire a competent individual for the customer service team leader role in their companies.

They can apply the customer service team leader job description sample on this page in creating a detailed and effective description for the vacant position, for use in their hiring process.