Customer Experience Team Lead - Aldershot
Serco Canada Inc
An application made for this job — a tailored resume and cover letter that speak straight to the posting.
Benefits offered by this job
Job summary
VIVO Defence Services in Aldershot is seeking a Customer Service Team Leader to inspire a team, drive performance and deliver exceptional experiences for Armed Forces families. This full-time, office-based role requires leading from the front, coaching staff and ensuring timely, high-quality customer resolutions.
You’ll monitor KPIs, manage workloads, conduct regular reviews and collaborate with stakeholders to streamline processes.
Qualifications
- Leadership experience is essential; able to motivate and develop a team.
- Experience in a customer service or contact centre environment.
- Strong organisation and prioritisation; manage competing workloads while hitting targets.
- Excellent verbal and written communication skills.
- Proactive in continuous improvement and delivering solutions.
Responsibilities
- Lead and develop a customer-focused team to achieve performance objectives.
- Oversee day-to-day team operations, workflow and attendance.
- Conduct regular one-to-ones, quality reviews, coaching and team meetings.
- Monitor KPIs and drive continuous improvement across processes.
- Handle complex queries and escalated complaints with timely resolutions.
- Collaborate with stakeholders to improve customer journeys.
- Lead weekly stakeholder reviews and identify recurring pain points.
Skills
Tools
Job description
VIVO Defence Services in Aldershot is seeking a Customer Service Team Leader to inspire a team, drive performance and deliver exceptional experiences for Armed Forces families. This full-time, office-based role requires leading from the front, coaching staff and ensuring timely, high-quality customer resolutions.
You’ll monitor KPIs, manage workloads, conduct regular reviews and collaborate with stakeholders to streamline processes.
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