Customer Operations Team Lead — Hybrid, Growth & Impact

CITB; Peterborough; Hybrid; GBP 35,000 - 45,000; Full time

Benefits offered by this job

25 days holiday plus bank holidays

Generous pension scheme (up to 9% employer contribution)

Life assurance (4x salary)

Free onsite parking

Free onsite Gym (Bircham only)

Free onsite lunch and subsidised Costa Coffee (Bircham only)

2 paid volunteering days per year

24/7 GP Services

Professional development & funded training qualifications

Employee Assistance Programme

Job summary

CITB is seeking a Customer Operations Team Leader located in Peterborough/Bircham. You will lead and supervise a team to ensure exceptional customer contact and processing across various channels.

Your responsibilities include motivating the team, driving workflow efficiency, and maintaining high service standards. The role will initially be onsite for training before transitioning to a hybrid model. You will oversee a full-time position with competitive benefits including 25 days holiday, a pension scheme, and professional development opportunities.

Qualifications

• Experience of managing operational delivery teams in a customer service or contact centre environment.
• Experience of leading, coaching, mentoring, developing and motivating teams.
• Strong communication skills – both verbal and written.
• Experience in effectively handling customer queries and complaints.
• Experience in a role where a detailed understanding of operational delivery processes is required.
• Demonstrable knowledge and effective use of Microsoft applications.
• Experience of working in a continuous improvement environment.
• Experience within a regulated environment.

Responsibilities

• Lead, motivate and develop a team of customer advisers.
• Conduct regular one-to-ones and performance reviews.
• Deliver against team and individual performance targets.
• Monitor daily workflows and implement best practices.
• Ensure compliance and service quality through regular checks.
• Resolve escalated issues and complaints.

Skills

Team management

Coaching and mentoring

Strong communication skills

Customer service experience

Operational delivery knowledge

Microsoft applications

Continuous improvement experience

CRM applications

Regulatory environment understanding

Construction industry knowledge

Education

Recognised customer service qualification

Job description

CITB is seeking a Customer Operations Team Leader located in Peterborough/Bircham. You will lead and supervise a team to ensure exceptional customer contact and processing across various channels.

Your responsibilities include motivating the team, driving workflow efficiency, and maintaining high service standards. The role will initially be onsite for training before transitioning to a hybrid model. You will oversee a full-time position with competitive benefits including 25 days holiday, a pension scheme, and professional development opportunities.