Customer Services Team Leader

Location: Hybrid working with 3 days in the office and 2 days from home in Manchester or Marlow, United Kingdom

Company

hirify.global is a FTSE 250-listed UK IT infrastructure provider focused on customer service and employee development.

What you will do

• Manage daily team operations, workload allocation, deadlines, meetings, annual leave, sickness absence, and resource planning.
• Conduct one-to-ones and performance reviews while supporting the development and wellbeing of direct reports.
• Recruit, onboard, coach, and provide guidance to Customer Service team members.
• Oversee returns, customer billing queries, credit sign-off, customer and supplier discrepancies, and escalation handling.
• Identify and implement process improvements, document business system processes, and provide related training.
• Support the Customer Service Manager and contribute to team strategy, operational projects, and wider Business Operations objectives.

Requirements

• Proven customer services experience.
• Strong communication, interpersonal, organisational, time-management, and prioritisation skills.
• Ability to influence stakeholders, delegate effectively, work independently, and guide less experienced colleagues.
• Ability to manage multiple workstreams and perform under pressure.
• Strong commercial awareness, sound judgement, and problem-solving skills.
• Availability for hybrid work with 3 office days per week in Manchester or Marlow.

Culture & Benefits

• Supportive, collaborative, and inclusive working environment.
• Flexible working hours, including flexibility around school drop-offs and pick-ups.
• Hybrid schedule with 2 days working from home each week.
• Career development opportunities through increased responsibility, senior roles, and cross-departmental experience.
• Support for disability, neurodiversity, and reasonable adjustments during recruitment.

Hiring process

• Applications are submitted online.
• Adjustments and support are available during the recruitment process where required.