Job Description

Join Us as a Customer Service Team Leader

What we offer

Competitive Salary:

Reflecting your skills and experience

Generous Leave:

25 days annual leave (pro-rated in hours)

Holiday Purchase Scheme:

Buy up to 10 extra days--up to 35 days total leave

Comprehensive Benefits:

+ Pension plan (up to 7% employer match)
+ Life assurance
+ Employee assistance program
+ Referral scheme

Exclusive Discounts:

High street brands, cycle-to-work scheme, and Johnson Controls product discounts

Career Development:

Extensive growth and advancement opportunities

Free Onsite Parking:

Hassle-free commuting

Dress Down Fridays:

Casual attire to wrap up the week

What You Will Do

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As a key member of our leadership team, you'll play a pivotal role in shaping the future of Customer Services. You'll be part of a cohort of managers responsible for driving robust control, governance, and operational excellence. Your mission is to inspire your team to deliver outstanding performance, share expertise across the wider operation, and champion initiatives that enhance both customer experience and business outcomes.

How You Will Do It

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Achieve Results:

Deliver Contact Centre objectives, service levels, and KPIs with precision and consistency.

Elevate Experience:

Drive improvements that delight customers and strengthen loyalty.

Optimise Performance:

Contribute to budgetary success by maximising opportunities and managing costs effectively.

Lead with Impact:

Engage, motivate, and develop individuals and teams to unlock their full potential.

Ensure Compliance:

Oversee operations to meet internal and external standards with confidence.

Build Partnerships:

Cultivate strong, positive relationships with stakeholders across the business and beyond.

What We Look For

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? Required

Proven

contact centre leadership experience

with a track record of delivering results Extensive experience in

coaching and driving performance

Strong

facilitation skills

, effective in both small and large group settings Ability to

flex and deliver in a fast-paced environment

Confidence to

engage, challenge, and influence

at all levels Sharp

attention to detail

and commitment to excellence
Preferred

Recognised coaching and development qualifications

(e.g., CIPD, CPD) Ability to apply

LEAN Six Sigma Greenbelt

or

systems thinking methodology

to process improvement Experience contributing to

customer experience initiatives

and operational enhancements
#LI-MS2


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