Customer Experience Assistant Team Leader

Morson Human Resources Limited; Warrington; On-site; GBP 33,000 - 36,000; Full time

Job summary

Morson Edge, acting on behalf of our client in Warrington, is seeking a Customer Experience Centre Assistant Team Leader to help run a small engineering support team. You will prioritise work, manage escalations and ensure KPI and SLA targets are met.

This temporary role with potential extension or permanent employment offers a structured 40-hour week, with start ASAP and a pay rate of £16.62 per hour (£34,569 pro rata).

Qualifications

• Experience leading or supervising a team.
• Excellent communication and interpersonal skills.
• Ability to make effective decisions quickly and remain calm under pressure.
• Strong organisational skills with the ability to prioritise competing demands.
• Experience working in a fast-paced operational environment.
• Proficient in Microsoft Office, particularly Outlook, Word and Excel.
• Proactive, self-motivated and adaptable approach.
• Experience working with customers, contractors, vendors, engineers or other service providers.

Responsibilities

• Support and coordinate a small operational/engineering support team.
• Assist with the prioritisation and management of work orders, including P1 and P2 priorities.
• Monitor KPIs and SLAs and expedite any potential issues promptly.
• Provide day-to-day leadership, guidance and support to team members.
• Dep utilise for the Team Leader when required.
• Manage communications, feedback and escalations between internal teams, customers, vendors and service providers.
• Support the management of changing priorities and multiple deliverables.
• Maintain accurate records, reports and vendor information.
• Ensure a high standard of customer service and operational delivery.

Skills

Team leadership

Communication

Decision making

Organisation

Fast-paced env

MS Office

Customer focus

Vendor coordination

Tools

Outlook

Word

Excel

Job description

CUSTOMER EXPERIENCE CENTRE ASSISTANT TEAM LEADER

Location: Warrington, WA3 6XF
Contract: Temporary until 31 May 2027, with potential for extension or permanent employment
Hours: Monday–Friday, 8:00am–5:00pm, 40 hours per week
Pay Rate: £16.62 per hour (£34,569 pro rata)
Start Date: ASAP

ABOUT THE ROLE

Morson Edge are recruiting on behalf of our client for a Customer Experience Centre Assistant Team Leader to join their Engineering Support team in Warrington.

You will support the day-to-day management of a small team, helping to prioritise work, manage escalations, maintain effective communication and ensure agreed KPIs and SLAs are achieved.

The role will also involve deputising for the Team Leader during periods of absence and supporting the wider engineering operation.

KEY RESPONSIBILITIES

• Support and coordinate a small operational/engineering support team.
• Assist with the prioritisation and management of work orders, including P1 and P2 priorities.
• Monitor KPIs and SLAs and expedite any potential issues promptly.
• Provide day-to-day leadership, guidance and support to team members.
• Deputise for the Team Leader when required.
• Manage communications, feedback and escalations between internal teams, customers, vendors and service providers.
• Support the management of changing priorities and multiple deliverables.
• Maintain accurate records, reports and vendor information.
• Ensure a high standard of customer service and operational delivery.

ESSENTIAL REQUIREMENTS

• Previous experience leading, supervising, coordinating or supporting a team.
• Excellent communication and interpersonal skills.
• Ability to make effective decisions quickly and remain calm under pressure.
• Strong organisational skills with the ability to prioritise competing demands.
• Experience working in a fast-paced operational environment.
• Proficient in Microsoft Office, particularly Outlook, Word and Excel.
• Proactive, self-motivated and adaptable approach.
• Experience working with customers, contractors, vendors, engineers or other service providers.

Engineering helpdesk or facilities management experience is advantageous but not essential. Strong team experience is a key requirement for this role.