Customer Service Centre Team Leader

IOSH; Leicester; Hybrid; GBP 28,000 - 35,000; Full time

Job summary

IOSH is seeking a Customer Service Centre Team Leader who will motivate and lead a dedicated team to deliver exceptional service and support to members and stakeholders. This hybrid role involves working from the office and home, ensuring the team's performance meets service excellence standards.

Benefits

Hybrid working options

25 days annual leave plus bank holidays

Private medical insurance

Salary sacrifice pension scheme

Individual performance related pay scheme

Volunteering days

Employee Assistance Programme

Qualifications

• Experience in managing a customer service team in a fast-paced environment.
• Ability to streamline complex processes.
• Experience in complaint handling and stakeholder management.

Responsibilities

• Lead and motivate a team of customer service advisors.
• Ensure exceptional service delivery and manage SLAs.
• Coach the team to improve performance and support career development.

Skills

Team management

Customer service excellence

Communication

Organisational skills

Job description

Job Title: Customer Service Centre Team Leader

Salary: £28,000 - £35,000 pa

Hours per week: 35 hours - flexible working options available (working between 8:00am - 6:00pm)

Location: At IOSH, we embrace hybrid working because we believe it's the key to achieving work-life balance, strategic success and fostering our collaborative culture. You’ll be required to work from our head office in Wigston, Leicester a minimum of 2 days per week. The remainder of your working hours will be undertaken from home.

Closing date: Sunday 08th June 2025

About the role

We are excited to welcome an enthusiastic and experienced Customer Service Team Leader to IOSH, where you'll be at the heart of an exciting transformation. In this role, you'll lead a dedicated team, ensuring exceptional service for IOSH members, membership applicants, licensed training providers, prospective providers, and delegates.

As a Team leader, you’ll inspire and motivate your team, driving innovation and releasing their full potential through coaching and development to succeed. You will hold strong resilience and feel energised by challenges and always ready to roll up your sleeves and step in to make a difference.

With your strong background in managing fast-paced contact centres, you’ll play a key role in coaching your team to deliver expert, knowledge-driven support to our customers.

Our Customer Service team has launched an exciting transformation, with initiatives designed to make our workplace fun and engaging, ranging from rewards and recognition to monthly themed events. In this pivotal role, you’ll lead the way, bringing innovation, guiding the team, and continually improving processes to ensure ongoing success

This is a key role where your contributions will be instrumental in delivering our strategic priorities and advancing our 5-year strategy, Activate 2028.

Join us and be a part of a dynamic team driving forward our customer experience.

What you'll bring

The ideal candidate will possess exceptional team management skills, be highly organised, and have experience in streamlining complex manual processes. They will be customer-focused and committed to leading their teams in delivering service excellence throughout the entire customer journey.

You will have the ability to work in a responsive and customer focused manner and be able to identify and effectively respond to the diverse needs of both internal and external customers.

You will have excellent organisation, and time management skills with proven experience in communicating complex concepts via telephone, face-to-face and in writing. Experience of successfully delivering to identified targets with minimum supervision is also a must.

To succeed in this role, the successful candidate will also have experience of supervising and motivating others evaluating work performance and providing feedback and guidance.

Essential criteria

• Excellent at leading, managing and motivating a team of customer service advisors.
• Experience of presenting to large and small audiences using PowerPoint or other presentation tools
• Experience of working without direct supervision inside and outside of the normal office environment
• Experience of working towards targets and ensuring delivery of SLAs
• Experience in complaint handling and stakeholder management
• Experience of coaching and people development
• Significant experience of working in a customerservice call centre

What's in it for you?

Our colleagues are supported and enabled to bring their best selves to work, to deliver exceptional outcomes. We recognise this by offering a comprehensive benefits package including:

• Hybrid working and flexibility to ensure a positive work-life balance
• 25 days annual leave (plus bank holidays) increasing with length of service, with the option to buy more
• Private medical insurance and healthcare cash plan covered by IOSH
• Salary sacrifice pension scheme, minimum of 3% employee contribution whilst IOSH contribute 5%
• Individual performance related pay scheme
• Up to five volunteering days per year
• Employee Assistance Programme to support you and your dependent's wellbeing

About us

The Institution of Occupational Safety and Health (IOSH) is the world’s Chartered body for safety and health professionals.

We know that diversity of thought, culture, perspective, and background are vital for our vision. We believe in a completely personal environment, where you’re treated like you want to be treated. No matter who you are, you can be yourself at IOSH.

We are proud to be a disability confident employer, and are committed to offering an interview to disabled applicants who best meet the minimum essential criteria for the vacancy.

Find out more about how we advocate for, and support health and safety professionals worldwide to create a safer and healthier world of work by visiting www.iosh.com.

How to apply
To apply, you'll need an up to date CV and some additional time to complete the application questions so we can find out more about you and your experience. Just click on the apply button below.

If you want to find out more about IOSH please visit our website, or if you have any queries about the role or recruitment process please reach out to [e-mail].