CV example

Customer Service Team Leader CV Example

Customer service team leader CV example for UK contact centres: a profile with satisfaction and handling time results, coaching skills and ILM training.

Illustrative example written with AI. The person is fictional, and employer names are used for realism only.

  • Customer Service
  • Mid level
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Roles3
Skills20
Years of experience8
Qualifications3
Same content, four looks.

Jade Williams

Customer Service Team Leader

Profile

Results-driven Customer Service Team Leader with 5+ years' experience managing high-performing teams across multi-channel environments. Successfully led a team of 14 advisors at Sky, improving customer satisfaction from 78% to 92% while reducing average handling time by 20%. Proven track record of developing talent, implementing process improvements, and consistently exceeding KPI targets in fast-paced telecommunications and e-commerce sectors.

Experience

Customer Service Team LeaderApr 2021 – Present
Sky

Lead and develop a team of 14 customer service advisors across phone, email, and live chat channels, managing 500+ daily customer enquiries for broadband, TV, and mobile services.

  • Improved team CSAT scores from 78% to 92% over 18 months through targeted coaching and quality improvement initiatives
  • Reduced average handling time by 20% (from 8.5 to 6.8 minutes) while maintaining service quality standards
  • Achieved 98% adherence to service level agreements, consistently meeting 80/20 target for call answer times
  • Implemented new escalation procedures reducing complaint resolution time by 35% and improving first-call resolution to 89%
  • Conducted monthly one-to-ones and quarterly performance reviews, resulting in 85% team retention rate
  • Led recruitment and onboarding of 8 new advisors, with 100% successfully completing probationary periods
  • Delivered £125k annual savings through process improvements and reduced repeat contact rates by 15%
Senior Customer Service AdvisorSep 2019 – Mar 2021
Amazon

Provided exceptional customer service for Amazon Prime and marketplace enquiries, handling complex order issues, returns, and account problems across multiple communication channels.

  • Managed 80+ customer interactions daily via phone, email, and chat with personal CSAT rating of 95%
  • Achieved 92% first-contact resolution rate, exceeding department target of 85%
  • Mentored and trained 22 new starters during peak recruitment periods, with 95% pass rate on initial assessments
  • Selected as subject matter expert for Prime services, providing technical guidance to 40+ team members
  • Processed refunds and replacements worth over £2.3M annually with 99.8% accuracy rate
  • Contributed to policy reviews that reduced customer complaints by 18% across the department
Customer Service AdvisorJun 2018 – Aug 2019
Vodafone

Delivered frontline customer service for mobile and broadband accounts, managing billing enquiries, technical support, and service upgrades for consumer and business customers.

  • Handled 65+ calls daily with average CSAT score of 91%, consistently ranking in top 10% of department
  • Successfully upsold additional services generating £45k revenue over 12-month period
  • Resolved 87% of technical queries without escalation through comprehensive product knowledge
  • Maintained 96% call quality scores across listening, empathy, and resolution criteria
  • Achieved 'Advisor of the Month' recognition twice for exceptional customer feedback

Skills

  • Team Leadership
  • Performance Management
  • Customer Satisfaction (CSAT)
  • Quality Assurance
  • Coaching and Development
  • Workforce Management
  • Process Improvement
  • Conflict Resolution
  • Multi-channel Support
  • Zendesk
  • Microsoft Office Suite
  • Salesforce CRM
  • Data Analysis
  • Training Delivery
  • KPI Management
  • Escalation Management
  • Root Cause Analysis
  • Staff Scheduling
  • Budget Management
  • Change Management

Education

Level 3 Diploma in Customer ServiceCity & Guilds (2019–2019)
A-Levels: Business Studies (B), English Language (B), Psychology (C)Weston College (2016–2018)
GCSEs: 8 subjects including Maths (6) and English Language (7)Weston Secondary School (2014–2016)

Certifications

  • ILM Level 3 Leadership and Management
  • City & Guilds Customer Service Excellence
  • Mental Health First Aid (Workplace)
  • CIPD Foundation Certificate in People Practice
TipsCV

How to adapt this customer service team leader CV

  • Open with a three or four line profile that names the job you want and your strongest results.
  • Turn duties into achievements: start each bullet with an action and end it with a result, such as time saved, money made or targets beaten.
  • Match your skills to each advert. This example leads with Team Leadership, Performance Management and Customer Satisfaction (CSAT); keep the ones that are true for you, in the employer's own words.
  • Keep it to two pages, most recent job first, and give the most space to your last two or three roles.

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