Customer Operations Team Leader
CITB
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Benefits offered by this job
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
Education
Job description
As a Customer Operations Team Leader, you will lead and supervise the day-to-day delivery of a customer operations team, ensuring that customer contact and processing across multiple channels is undertaken and completed by the team accurately, efficiently and effectively, whilst delivering a positive customer experience.
You will be responsible for the motivation and development of a team of Advisers with the aim to create a great place to work.
You will be responsible for prioritising and making decisions on workflow in order to deliver an excellent customer service meeting contractual or service level obligation.
Customer Operations Team Leader (Transition Team)
Peterborough/Bircham Hybrid (This role is based in Peterborough or Bircham 2-3 days per week). To support Induction and training, this role is required to be onsite for the first month, moving to hybrid working at the discretion of the line manager and based on business requirements.
Full-time (35 hours per week) between CITB's normal operating hours of 08:00 to 18:00 unless otherwise agreed.
12-month FTC/Secondment
TL1
- Lead, motivate and develop a team of customer advisers through effective management and coaching.
- Conduct regular one-to-ones, performance reviews, and provide relevant training.
- Accountable for delivering against team and individual performance targets to optimise productivity and customer experience.
- Work with the wider Customer Operations team, monitoring daily workflows, implementing best practice and ongoing operational improvements.
- Ensure service quality, compliance and consistency with company standards and external regulatory requirements through regular sample checking, effective feedback and relevant actions.
- Resolve escalated issues, queries and complaints effectively.
- 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.
- A recognised customer service qualification.
- Experience of working in a continuous improvement environment.
- Experience of CRM applications.
- Experience working within a regulated environment.
- Broad understanding of the construction industry.
- Basic DBS check (Bircham).
- Comply with CITB working arrangements policy.
- Ability to travel to other CITB locations, and occasional wider travel as required.
- For full details, refer to the Role Profile.
- 25 days holiday + bank holidays + 3 days Christmas shutdown.
- 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 – because your wellbeing matters.
CITB has a clear purpose – to support the construction industry to have the skilled, competent, and inclusive workforce it needs, now and in the future.
Customers are at the heart of everything we do, and our culture of collaboration and empowerment means we work across the industry, and with partners, to deliver positive outcomes with impact. We’re focused on addressing the industry's most pressing challenges – from meeting current demand, to preparing for future skills needs.
Please note that we reserve the right to close the vacancy prior to the stated closing date. Applications will be reviewed on an ongoing basis; therefore, early applications are encouraged to avoid disappointment.
CITB is committed to safeguarding and promoting the welfare of vulnerable adults, children and young people. Candidates must be willing to undergo the requisite pre-employment vetting checks and procedures, including checks with past employers and the Disclosure and Barring Service. A Basic DBS check is required for this post.
During the shortlisting process, CITB may consider carrying out an online search on shortlisted candidates as part of its due diligence.
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