Customer Service Team Leader — Inspire & Elevate Service

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

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.