Customer Service Team Leader — Lead, Solve & Improve

VIVO Defence; Aldershot; On-site; GBP 29,000 - 35,000; Full time

Benefits offered by this job

6% pension scheme

25 days annual leave

Volunteer leave

Life Assurance

Free onsite parking

Employee Assistance Programme

Eye tests reimbursement

Healthcare discounts

Employee referral scheme

Job summary

VIVO Defence is seeking 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.

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

Qualifications

• Experience in leading a customer service or contact centre team.
• Proven ability to motivate, coach and develop a team to meet performance targets.
• Strong communication skills and the ability to handle complex queries.

Responsibilities

• Lead and develop a customer-focused team to deliver high-quality service.
• Manage day-to-day workflow, resources and attendance for operational efficiency.
• Coach, conduct regular reviews and performance updates with the team.
• Handle escalated queries and drive timely resolutions.
• Collaborate across the business to improve customer journeys and processes.

Skills

Leadership

Customer service

Adaptability

Communication

Tools

Microsoft Office

Job description

VIVO Defence is seeking 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.

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