Customer Service Team Leader

Arriva Group; Luton; On-site; GBP 27,000 - 32,000; Full time

Benefits offered by this job

Free bus pass

Great career development and progresss

Job summary

Arriva in Luton is seeking a Customer Service Centre Team Leader to guide a team of customer service advisors across the UK bus network. You will coach, motivate, and develop your team to deliver outstanding service and resolve issues efficiently.

Reporting to the operations manager, you will monitor KPIs, drive quality, and champion a customer-centred culture aligned with Arriva values, while collaborating with colleagues to continually improve operations and passenger experience.

Qualifications

• Experience leading or coaching a team in a customer service environment.
• Strong communication and interpersonal skills.
• Ability to stay calm under pressure and manage multiple priorities.

Responsibilities

• Lead & Inspire: Motivate and manage a team of customer service advisors to deliver outstanding service.
• Coach & Develop: Provide regular feedback, training, and development to help the team shine.
• Drive Performance: Monitor KPIs, quality, and productivity to maintain high standards.
• Champion Customer Experience: Ensure queries and complaints are resolved quickly and with care.
• Problem-Solve: Create a proactive, solution-focused environment for challenges.
• Live Our Values: Model Arriva's values in daily leadership.
• Collaborate: Work with colleagues across the business to support improvements.

Skills

Leadership

Coaching

Customer service

Communication

Time management

Job description

Customer Service Centre Team Leader

Location: Luton Head Office
Hours: Monday to Friday - rotating shifts (08:00-16:00 one week, 10:00-18:00 the next)
Salary: £28,900 per annum + opportunity for overtime
Benefits: Free bus pass, great career development and progression

Are you a natural leader with a passion for delivering brilliant customer service? Do you thrive in a busy, fast-paced environment where every day is different? If so, we'd love you to join us at Arriva as our next Customer Service Centre Team Leader in Luton.

In this role, you'll lead, coach, and empower a team of customer service advisors who support millions of bus customers across the UK. You'll be the driving force behind a high-performing team - helping them deliver exceptional service, solve problems, resolve complaints, and create consistently positive experiences.

Guided by Arriva's values of Doing the Right Thing, Caring Passionately, and Making a Difference , you'll shape a culture built on empathy, accountability, and continuous improvement.

What You'll Be Doing

• Lead & Inspire: Motivate and manage a team of customer service advisors to deliver outstanding service.

• Coach & Develop: Support your team with regular feedback, training, and development to help them shine.

• Drive Performance: Monitor KPIs, quality, and productivity to keep standards high.

• Champion Customer Experience: Ensure queries and complaints are resolved quickly, effectively, and with genuine care.

• Problem-Solve: Create a proactive, solution-focused environment where challenges are resolved confidently.

• Live Our Values: Role-model the Arriva approach - always putting customers first.

• Collaborate: Work closely with colleagues across the business to support continuous improvement and innovation.

What We're Looking For

• Experience leading or coaching a team in a customer service, contact centre, or similar fast-paced environment

• A passion for delivering brilliant customer experiences

• Strong communication and interpersonal skills

• Calm, confident problem-solving abilities-even under pressure

• A flexible, organised approach and the ability to manage multiple priorities

If you're ready to lead from the front, inspire others, and make a genuine impact for our customers, we want to hear from you.