Customer Experience Team Leader

veoliauki; Warrington; On-site; GBP 36,000 - 48,000; Full time

Benefits offered by this job

25 days annual leave

Company pension

Stream – financial wellbeing support

Discounts on groceries and retailers

Health and wellbeing resources

Job summary

Veolia in Birchwood Park, Warrington, is seeking a Team Leader for the Customer Experience department. The role combines strategic leadership with hands-on management across four service areas to deliver seamless service to national accounts.

You will coach and develop your team, conduct regular reviews, and drive improvements while staying involved in day-to-day operations. A 12-month FTC with 40 hours weekly is offered, plus Veolia benefits.

Qualifications

• Proven experience leading and developing teams in a customer service or operations environment (min 2 years).
• NVQ Level 3 in Customer Services or equivalent.

Responsibilities

• Lead and develop a high-performing Customer Experience team.
• Schedule, allocate workload, and manage resources.
• Handle front-line customer interactions and resolve issues.
• Monitor KPIs and drive process improvements.
• Ensure data protection compliance and safe handling of information.

Skills

Team leadership

Coaching and mentoring

Communication skills

Planning and organisation

Adaptability

Google Office Applications

Education

NVQ Level 3 in Customer Services

Job description

Ready to find the right role for you?

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 succeedCreating 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

What's next?

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 lon