Customer Engagement Team Lead — Inspire Excellence

100 Stagecoach Services Limited; Perth; On-site; GBP 30,650 - 37,461; Full time

Job summary

Stagecoach Group Head Office in Perth is seeking a passionate Team Leader to guide a team of around 14 Customer Engagement Advisors across voice, email, SMS and social channels. You will coach, manage performance and ensure high-quality service, resolving queries at first contact where possible in a fast-paced contact centre.

This hands-on leadership role emphasizes coaching, engagement, and continuous improvement, with 37.5 hours weekly on a shift-based rota; experience leading multi-channel

Qualifications

• Proven experience leading teams in a contact centre or multi-channel customer service environment.
• Strong understanding of contact centre KPIs and performance management.
• Experience coaching, developing and motivating teams to achieve high performance.
• Confident managing both informal coaching and formal performance processes.
• Strong absence and conduct management skills.

Responsibilities

• Lead and inspire your team to deliver brilliant customer outcomes across channels.
• Create a positive, inclusive, high-energy environment.
• Use coaching and feedback to develop staff and manage performance.
• Drive continuous improvement in customer experience.
• Collaborate with regional teams to resolve issues and improve outcomes.
• Monitor quality and ensure first-time resolution where possible.

Skills

Team leadership

Customer service

Coaching

Performance management

Multichannel communication

Job description

Stagecoach Group Head Office in Perth is seeking a passionate Team Leader to guide a team of around 14 Customer Engagement Advisors across voice, email, SMS and social channels. You will coach, manage performance and ensure high-quality service, resolving queries at first contact where possible in a fast-paced contact centre.

This hands-on leadership role emphasizes coaching, engagement, and continuous improvement, with 37.5 hours weekly on a shift-based rota; experience leading multi-channel