Customer Experience Team Leader

Veolia; Warrington; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Annual leave

Pension scheme

Financial wellbeing stream

Discounts

Health & wellbeing resources

Volunteer day

Training & development

Job summary

Veolia is seeking a Multi-skilled Customer Experience Team Leader to lead a high-performing team at Birchwood Park, Warrington. This role combines strategic leadership with hands-on responsibility across four service areas, ensuring seamless service delivery and strong customer outcomes.

You will coach and develop the team, manage scheduling and KPIs, and contribute to process improvements while staying involved in day-to-day operations.

Qualifications

• Minimum 2 years' experience leading teams in customer service/operations.
• NVQ Level 3 in Customer Services or equivalent required.

Responsibilities

• Lead and mentor a high-performing team of Customer Experience Advisors.
• Oversee scheduling, workload distribution and resource allocation.
• Handle front-line customer interactions and deliver effective resolutions.
• Support invoicing, data changes and quality assurance checks.
• Drive improvements and report to senior management.

Skills

Team leadership

Coaching & mentoring

Communication skills

Adaptability

Data accuracy

Organisational skills

Google Workspace

Education

NVQ Level 3 in Customer Services or equivalent

Tools

Google Workspace

Job description

Multi-skilled Customer Experience - Team Leader

Salary: Competitive salary plus Veolia Benefits

Location: Birchwood Park, Warrington

Hours: 40 hours per week, Monday - Saturday, including a minimum of 2 Bank Holidays per year

Contract Type: 12 Month FTC

When you see the world as we do, you see the chance to help the world take better care of its resources, and help it become a better place for everyone. It's why we're looking for someone who's just as committed as we are, to push for genuine change and bring our ambition of Ecological Transformation to life.

We're seeking an experienced Team Leader to join our dynamic Customer Experience department, supporting our National Account customers. This is a versatile leadership role offering the opportunity to develop expertise across all four key service areas, ensuring operational flexibility and comprehensive business understanding. You'll lead by example, mentor your team, and work hands-on across all areas to ensure seamless service delivery.

If you're passionate about delivering outstanding customer service, have proven leadership experience, and thrive in an environment where you can develop your team while staying involved in day-to-day operations, then we think you could be a perfect fit.

What we can offer you

• 25 days of annual leave
• Access to our company pension scheme
• Stream - Employee financial well being support: early access to your earned pay, savings, budgeting, financial coaching & rewards
• Discounts on everything from groceries to well known retailers
• Access to a range of resources to support your physical, mental and financial health; so you can lean on us whenever you need to
• One paid days leave every year to volunteer and support your community
• Ongoing training and development opportunities, allowing you to reach your full
• potential

What you will be doing

As a Team Leader, you'll combine strategic leadership with hands-on involvement across our four service areas:

Leading Your Team

• Motivating and developing a high-performing team of Customer Experience Advisors
• Conducting regular one-to-ones, performance reviews, and providing constructive feedback
• Identifying training and development opportunities to support team growth
• Setting clear performance expectations and supporting team members to succeed
• Creating a positive, collaborative team culture
• Managing scheduling, workload distribution, and resource allocation

Operational Support Across All Areas

• Front-Line Customer Contact: Handling customer interactions via various contact channels; delivering effective resolutions and putting customers first
• Administration: Processing data changes, configuring new services, maintaining customer records, and conducting quality assurance checks
• Invoice, Debt & Disputes: Supporting the invoicing process, investigating customer queries, and managing billing disputes professionally
• Purchase Invoice Validation: Validating subcontractor charges, cross-referencing invoices, and supporting reconciliation processes

Driving Excellence

• Monitoring team performance against KPIs and identifying improvement opportunities
• Ensuring compliance with data protection regulations and internal policies
• Supporting complex customer issues and queries
• Contributing to process improvements and sharing best practices
• Communicating effectively with senior management on team performance and opportunities

What we're looking for

Your Experience

• Proven experience leading and developing teams in a customer service or operations environment (minimum 2 years)
• Relevant qualifications such as NVQ Level 3 in Customer Services or equivalent

Your Skills & Qualities

• Strong coaching and mentoring abilities with genuine passion for developing people
• Exceptional adaptability and willingness to work across multiple service areas
• Meticulous attention to detail, particularly with data, billing, and financial information
• Excellent communication skills across all channels
• Proactive, solution-focused mindset with a can-do attitude
• Strong planning and organisational skills to manage competing priorities
• Comfortable navigating multiple systems and quick to learn new technology
• Basic understanding of business finance and billing processes (or eagerness to learn)
• Proficient in Google Office Applications

We're proud to have been named as one of The Sunday Times Best Places to Work for three consecutive years in 2023, 2024 and 2025. This consistent recognition reflects our commitment to our people, demonstrating that Veolia is not just transforming the environment, we're also transforming what it means to have a rewarding, purposeful career.

We're dedicated to supporting you throughout your application journey, offering adjustments where reasonable and appropriate. As a proud Disability Confident Employer, we will offer an interview to applicants with a disability or long-term condition who opt-in to the Disability Confident scheme, and meet the minimum criteria for our roles.

We're also committed to ensuring that all applicants and colleagues receive fair treatment without discrimination on any grounds, aiming to create a diverse and inclusive workplace where everyone can thrive.