Job Description

What you will do

Join our Customer Service leadership team in a fast-paced, target-driven environment where you'll lead a high-performing team to deliver exceptional service and meet key KPIs. With a background in dispatch, logistics, or inside sales, you'll drive operational excellence, improve customer experience, and support cross-functional collaboration.


We're looking for a commercially minded Team Leader who's confident using CRM tools, detail-oriented, and experienced in hitting revenue targets. You'll also play a key role in developing sales and service skills within your team and fostering a culture of continuous improvement.

What we offer

Competitive salary 25 days holiday + Bank Holidays and sick pay Comprehensive benefits package including pension, life assurance, employee assistance program, employee referral scheme, employee discounts including high street brands, cycle 2 work scheme and discount on Johnson Controls security products Extensive product and on the job/cross training opportunities with outstanding resources available Encouraging and collaborative team environment Career development through various career ladders

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 Coach and develop team members to build strong sales and service skills Use data and CRM tools to monitor performance and identify opportunities for growth Tackle underperformance and foster a high-performance, target-driven culture Ensure compliance with internal and external standards across operational teams Positively influence budgetary performance through efficient team management

What we look for

Required

Experience in a contact centre, logistics dispatch, inside sales, or field-based environment Proven ability to meet targets and drive revenue performance Strong leadership skills with experience coaching and developing teams Comfortable using CRM systems or sales databases Excellent attention to detail and a data-driven mindset Experience managing shift-based teams, including weekends and bank holidays Strong facilitation and communication skills Confidence to lead in a fast-paced, evolving environment

Preferred

Recognised coaching or development qualification (e.g., CIPD, CPD) Experience with LEAN Six Sigma Greenbelt or similar methodologies

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