Customer Service Team Leader

Johnson Controls; Manchester; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company is seeking a commercially minded Team Leader to join their Customer Service leadership team in Manchester. In this role, you'll lead a high-performing team, drive operational excellence, and improve customer experience. This position offers a competitive salary, a comprehensive benefits package, and extensive training opportunities in a collaborative environment.

Benefits

25 days holiday + Bank Holidays and sick pay

Comprehensive benefits package including pension and life assurance

Employee assistance program and discounts

Career development opportunities

Qualifications

• Experience in a contact centre, logistics dispatch, or inside sales.
• Proven ability to meet targets and drive revenue.
• Strong leadership experience in managing shift-based teams.

Responsibilities

• Lead and motivate the team to achieve performance and service levels.
• Drive continuous improvement in customer experience.
• Coach team members to enhance sales and service skills.

Skills

Leadership

Data-driven mindset

Attention to detail

Facilitation skills

Communication skills

Education

Recognised coaching or development qualification (e.g., CIPD, CPD)

Tools

CRM systems

Job description

What you will do

Join our Customer Service leadership team in a fast-paced, target-driven environment where you'll lead a high-performing team to deliver exceptional service and meet key KPIs. With a background in dispatch, logistics, or inside sales, you'll drive operational excellence, improve customer experience, and support cross-functional collaboration.

We're looking for a commercially minded Team Leader who’s confident using CRM tools, detail-oriented, and experienced in hitting revenue targets. You'll also play a key role in developing sales and service skills within your team and fostering a culture of continuous improvement.

What we offer

• Competitive salary

• 25 days holiday + Bank Holidays and sick pay

• Comprehensive benefits package including pension, life assurance, employee assistance program, employee referral scheme, employee discounts including high street brands, cycle 2 work scheme and discount on Johnson Controls security products

• Extensive product and on the job/cross training opportunities with outstanding resources available

• Encouraging and collaborative team environment

• Career development through various career ladders

How you will do it

• Lead, engage, and motivate your team to deliver contact centre performance, service levels, and KPIs

• Drive continuous improvement in customer experience and team performance

• Coach and develop team members to build strong sales and service skills

• Use data and CRM tools to monitor performance and identify opportunities for growth

• Tackle underperformance and foster a high-performance, target-driven culture

• Ensure compliance with internal and external standards across operational teams

• Positively influence budgetary performance through efficient team management

What we look for

Required

• Experience in a contact centre, logistics dispatch, inside sales, or field-based environment

• Proven ability to meet targets and drive revenue performance

• Strong leadership skills with experience coaching and developing teams

• Comfortable using CRM systems or sales databases

• Excellent attention to detail and a data-driven mindset

• Experience managing shift-based teams, including weekends and bank holidays

• Strong facilitation and communication skills

• Confidence to lead in a fast-paced, evolving environment

Preferred

• Recognised coaching or development qualification (e.g., CIPD, CPD)

• Experience with LEAN Six Sigma Greenbelt or similar methodologies

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