Customer Service Team Leader

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

Job summary

Arriva is seeking a Customer Service Centre Team Leader to manage a dynamic team in Luton. The role involves leading, coaching, and supporting customer service representatives to deliver exceptional service while fostering a positive environment. This opportunity offers a competitive salary, benefits including a free bus pass, and excellent development prospects.

Benefits

Free bus pass

Excellent development opportunities

Qualifications

• Proven track record in delivering outstanding customer service.
• Strong leadership and coaching skills in a fast-paced environment.
• Excellent problem-solving abilities, capacity to stay calm under pressure.

Responsibilities

• Lead a team of customer service advisors ensuring top-notch service delivery.
• Monitor and assess team performance, promoting continuous improvement.
• Ensure timely and effective resolution of customer queries and complaints.

Skills

Customer Service

Leadership

Problem Solving

Communication

Interpersonal Skills

Job description

Location: Luton Head Office

Hours: Monday to Friday, alternating weekly shifts (08:00-16:00 one week, 10:00-18:00 the next week)

Salary: £27,400 per annum (plus opportunity for overtime)

Benefits: Free bus pass, excellent development opportunities

Are you passionate about delivering exceptional customer service and leading a dynamic team? Arriva is looking for a dedicated Customer Service Centre Team Leader to join our Luton Office.

As a Customer Service Team Leader, you will be responsible for leading, coaching, and supporting a team of customer service representatives to ensure exceptional service delivery. Guided by Arriva’s core values of Doing the Right Thing, Caring Passionately, and Making a Difference, you will inspire your team to go above and beyond in addressing customer needs, resolving queries, and handling complaints. Your role will also involve monitoring performance, providing feedback, and driving continuous improvement in customer service standards to ensure a positive experience for all bus customers. By fostering a culture of accountability, empathy, and innovation, you will contribute to building customer trust and loyalty while ensuring that the team operates efficiently and effectively.

What You'll Do

• Lead and Inspire: Manage a team of customer service advisors, ensuring top-notch service delivery.
• Coach and Develop: Provide guidance and support to help your team reach their full potential.
• Drive Performance: Monitor and assess team performance, promoting continuous improvement.
• Foster Positivity: Create a proactive environment that encourages problem-solving and efficiency.
• Resolve Issues: Ensure timely and effective resolution of customer queries and complaints.
• Uphold Values: Embody Arriva’s core values of Doing the Right Thing, Caring Passionately, and Making a Difference.
• Collaborate: Maintain a flexible and agile team, ready to tackle various customer service challenges.
  
  

What We're Looking For

• Proven track record in delivering outstanding customer service.
• Strong leadership and coaching skills, with experience in a contact centre or similar fast-paced environment.
• Excellent problem-solving abilities, with the capacity to stay calm under pressure.
• Strong communication and interpersonal skills.
• Flexibility and the ability to manage multiple priorities.
  
  

If you're ready to make a difference and lead a team to success, apply now to become a part of the Arriva family!