Customer Experience Team Leader: Lead & Elevate Service

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

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.