Job Description

Job details

Employment Type:

Full-Time

Location:

Manchester, Manchester, United Kingdom

Job Category:

Customer Support

Job Number:

WD30241717







What you will do



This is a key managerial role within our Customer Service operation, where you will be responsible, as part of a leadership cohort, for delivering strong governance, driving high performance, and supporting a culture of continuous improvement.



You will lead and motivate your team to deliver outstanding service and meet operational KPIs, while supporting colleagues across other functions as needed. You will also play a critical role in enhancing customer experience, addressing underperformance, and driving operational transformation.



This position is particularly suited to someone with a background in dispatching or logistics, who is familiar with dispatch methodologies and thrives in a high-pressure environment. We are looking for an experienced Team Leader - ideally with B2B or field-based experience - who can positively influence culture and lead by example.



What we offer



Competitive salary



25 paid holidays + Bank Holidays and sick pay



Holiday purchase scheme allowing you to buy up to 15 additional holidays, increasing your annual entitlement to up to 40 days



Comprehensive benefits package including pension plan (up to 7% employer contribution match), life assurance, employee assistance program, and referral scheme



Extensive product and on-the-job/cross-training opportunities with outstanding resources available



Encouraging and collaborative team environment



Career development through various career ladders



Dedication to safety through our Zero Harm policy



Access to business resource groups



Training on our company values



How you will do it



Lead, engage, and motivate your team to deliver contact centre performance, service levels, and KPIs



Drive continuous improvement in customer experience and team performance



Tackle underperformance head-on and foster a positive, high-performance culture



Ensure compliance with internal and external standards across operational teams



Positively influence budgetary performance through efficient team management



Build and maintain strong internal and external stakeholder relationships



What we look for



Previous experience in a contact centre, logistics dispatch or field-based environment



Proven experience in leading teams and improving performance through coaching



Experience managing shift-based teams across varied hours, including weekends and bank holidays



Strong facilitation skills and ability to lead both small and large groups



Confidence to lead in a fast-paced, evolving environment



Recognised coaching or development qualification (e.g., CIPD, CPD)



Experience with LEAN Six Sigma Greenbelt or similar methodologies



Excellent attention to detail and a passion for delivering results



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