Customer Experience Team Leader – Armed Forces Housing

VIVO Defence Services; Aldershot; On-site; GBP 29,000 - 35,000; Full time

Benefits offered by this job

25 days annual leave

Volunteer leave

Life Assurance

Free onsite parking

Employee Assistance Programme

Refundable eye tests

Healthcare cash plan and discounts

Employee referral scheme

Job summary

VIVO Defence Services is seeking a Customer Service Team Leader in Aldershot to inspire and drive a high-performing team within our Accommodation division. You will manage day-to-day operations, resolve complex queries, and ensure a consistently excellent customer experience for Armed Forces families.

With a focus on ownership, accountability, and continuous improvement, you will lead by example, coach staff, and collaborate with stakeholders to deliver timely resolutions and a seamless service

Qualifications

• Previous leadership experience to motivate, support and develop a team to achieve performance objectives.
• Experience within a customer service or contact centre environment is highly important.
• Able to think on their feet, adapt to changing priorities and tackle challenges.
• Strong organisation and prioritisation skills with ability to manage competing workloads.
• Excellent verbal and written communication; confident with Microsoft Office.
• Driver's license and form of transport are required as site is not accessible by public transport.

Responsibilities

• Lead, coach and develop a customer-focused team to deliver high-quality service.
• Oversee day-to-day team organisation, resources and attendance for operational efficiency.
• Monitor KPIs and review performance to drive continuous improvement.
• Handle complex queries and escalated complaints with timely resolutions.
• Coordinate with stakeholders to ensure a joined-up service centered on customers.
• Conduct regular one-to-ones, coaching and team meetings to monitor progress.

Skills

Leadership experience

Customer service

Communication skills

Microsoft Office

Job description

VIVO Defence Services is seeking a Customer Service Team Leader in Aldershot to inspire and drive a high-performing team within our Accommodation division. You will manage day-to-day operations, resolve complex queries, and ensure a consistently excellent customer experience for Armed Forces families.

With a focus on ownership, accountability, and continuous improvement, you will lead by example, coach staff, and collaborate with stakeholders to deliver timely resolutions and a seamless service