Customer Service Team Leader | Aldershot

Serco Canada Inc; Aldershot; On-site; GBP 32,000 - 40,000; Full time

Benefits offered by this job

25 days annual leave

Volunteer leave

Life Assurance

Free onsite parking

Employee Assistance Programme

Healthcare cash plan and discounts

Employee referral scheme

Job summary

VIVO Defence Services in Aldershot is seeking a Customer Service Team Leader to inspire a team, drive performance and deliver exceptional experiences for Armed Forces families. This full-time, office-based role requires leading from the front, coaching staff and ensuring timely, high-quality customer resolutions.

You’ll monitor KPIs, manage workloads, conduct regular reviews and collaborate with stakeholders to streamline processes.

Qualifications

• Leadership experience is essential; able to motivate and develop a team.
• Experience in a customer service or contact centre environment.
• Strong organisation and prioritisation; manage competing workloads while hitting targets.
• Excellent verbal and written communication skills.
• Proactive in continuous improvement and delivering solutions.

Responsibilities

• Lead and develop a customer-focused team to achieve performance objectives.
• Oversee day-to-day team operations, workflow and attendance.
• Conduct regular one-to-ones, quality reviews, coaching and team meetings.
• Monitor KPIs and drive continuous improvement across processes.
• Handle complex queries and escalated complaints with timely resolutions.
• Collaborate with stakeholders to improve customer journeys.
• Lead weekly stakeholder reviews and identify recurring pain points.

Skills

Leadership experience

Customer service leadership

Team development

Communication skills

Problem solving

Tools

Microsoft Office

Job description

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Posting Start Date: 7 Sept 2026

Location: Aldershot, Hampshire, GB, GU11 2AA

Contract Type: Full Time

Job Advertisement

Who we are

VIVO provides facilities management and accommodation maintenance for the UK military and its partners. VIVO embodies both experience and innovation.

What we do

We put our Customers and Families First. They are the driving force behind everything we do. We drive forward improvements for them to ensure the service they receive, whether reactive repairs or a major project, is completed safely and on time. In order to achieve this, we have 4 core values: open, caring, agile and collaborative. These are at the heart of everything we do.

Location: Regional Service Centre, Aldershot
Working Hours: Fully office based, Monday to Friday, 08:00–17:00
Salary: £32,000 per year

Make a real difference to the lives of Armed Forces families

Are you an experienced customer service leader who knows how to inspire a team, drive performance and deliver exceptional customer experiences?

VIVO is looking for a Customer Service Team Leader to join our Accommodation team in Aldershot. This is an exciting opportunity to take a leading role in shaping the experience of our customers and making a genuine difference to the families who live in Service accommodation.

Our purpose is to modernise the lived experience for our Armed Forces to achieve, grow and thrive. At the heart of this role is ensuring our families receive a seamless, responsive and consistently high-quality service.

As Customer Service Team Leader, you’ll help create a culture built around ownership, accountability, collaboration and continuous improvement. You’ll lead from the front, motivate and develop your team, and make sure every customer interaction delivers the right outcome.

You’ll be responsible for bringing people together, removing barriers and ensuring customers receive timely resolutions. From managing complex queries and escalated complaints to identifying recurring customer pain points, this is a role where your leadership and ideas can have a direct impact.

Working closely with colleagues, stakeholders, partners and clients, you’ll help create a truly joined-up service that puts our customers at the centre of everything we do.

You’ll lead, coach and develop a customer-focused team, creating an environment where people feel supported, motivated and empowered to perform at their best.

You’ll oversee the day-to-day organisation of the team, managing workflow, resources and attendance to ensure operational efficiency and consistently high standards.

Regular one-to-ones, quality reviews, coaching sessions and team meetings will form an important part of the role, alongside twice-weekly team huddles where you’ll share performance updates, recognise achievements and focus the team on operational priorities.

You’ll monitor and analyse key performance indicators, using performance information to identify development needs, address skills gaps and drive continuous improvement.

Customer experience will be at the heart of everything you do. You’ll take ownership of complex queries and escalated complaints, ensuring issues are progressed effectively and customers receive timely and satisfactory resolutions.

You’ll also lead weekly reviews with key stakeholders, progressing open cases, removing barriers and ensuring the right outcomes are delivered.

A key part of the role will be identifying recurring customer pain points and working collaboratively across the wider business to improve processes and customer journeys. You’ll proactively manage jeopardy cases, particularly those exceeding 30 days, ensuring appropriate intervention and escalation where required.

Through call and case reviews, quality assurance and targeted coaching, you’ll help embed a consistently customer-centric approach while driving employee engagement, performance and personal development.

Most importantly, you’ll lead by example — championing VIVO’s values, promoting best practice and creating a culture where continuous improvement is part of everyday life.

What we’re looking for

Previous leadership experience is essential, with a proven ability to motivate, support and develop a team to achieve performance objectives.

Experience within a customer service or contact centre environment is highly important, alongside a genuine passion for delivering an outstanding customer experience.

We’re looking for someone who can think on their feet, adapt to changing priorities and confidently tackle challenges. Experience of implementing continuous improvement initiatives or innovative solutions would be highly beneficial.

Strong organisation and prioritisation skills are essential, as is the ability to manage competing workloads while achieving targets and maintaining quality.

You’ll be creative, inquisitive, positive and solutions-focused, with excellent verbal and written communication skills. Confidence using Microsoft Office packages is also required.

Above all, you’ll bring empathy, energy and a genuine desire to help customers, while working collaboratively and embracing change.

This site is NOT accessible by public transport, if you do not have a drivers license and form of transport you will be rejected.

Why VIVO?

At VIVO, the work we do has a purpose. Every day, our teams contribute to improving the lived experience of Armed Forces families by helping to provide safe, high-quality homes and services.

We’re committed to being a great place to work — one where people are encouraged to share their knowledge, develop their skills and make a real difference.

Alongside a rewarding role, we offer a range of benefits including:

We offer;

Up to 6% contributory pension scheme

• 25 days annual leave
• Volunteer leave
• Life Assurance
• Free onsite parking
• Employee Assistance Programme
• Refundable eye tests
• Healthcare cash plan and discounts
• Employee referral scheme

VIVO Defence Services

The role you have applied for is with VIVO Defence Services, a joint venture between Serco and EQUANS.By applying for this role, please be aware that information contained within your CV may be shared between VIVO Defence Services, Serco and EQUANS during the recruitment process.

At VIVO, we are committed to building a diverse and inclusive organisation that supports the needs of all. Therefore, we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool.

We are open to discussions around flexibility and flexible working and operate a hybrid work structure in many of our business areas. We are proudly a Disability Confident Leader. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.