Customer Services Team Leader

GXO Logistics; Manchester; On-site; GBP 27,000; Full time

Job summary

A leading logistics provider based in Manchester is seeking a Customer Services Team Leader to lead and develop a team while providing exceptional customer service. The role offers a salary up to £27,000 per annum, 25 days of annual leave, and a comprehensive benefits package. Candidates should have strong leadership skills and experience in a customer-focused environment. This is a full-time, permanent position.

Benefits

25 days annual leave

Flexible dental insurance

Company sponsored pension scheme

24/7 online GP service

Life assurance

Employee assistance programme

Qualifications

• Proficient in Microsoft Excel and PC systems.
• Experienced in team leadership within a customer-focused environment.
• Excellent written and verbal communication skills.

Responsibilities

• Oversee the full recruitment process for new customer advisors.
• Coach and support team performance through regular reviews and training.
• Monitor communication channels and staffing levels.

Skills

Microsoft Excel

People Management

Communication Skills

Problem-solving

Job description

Do you pride yourself on providing excellent customer service? Do you thrive from leading your team to success? Are you keen to utilise your inititivative and to problem solve? If so, we want to hear from you!

Here at GXO, we have an opportunity for you to join us as Customer Services Team Leader, based in our new bespoke Greene King, Middleton site. You'll be engaging your team to success, with commitments to team goals, optimisation of customer service and ensuring we provide best practises for our customer.

This is a full time, permanent position with contracted hours of 37.5 (any 5 days out of 7, covering hours between 7 AM to 7 PM).

Pay, benefits and more:

We're looking to offer a salary of up to £27,000 per annum and 25 days annual leave (plus bank holidays). Your benefits package includes flexible dental insurance plans, a company sponsored pension scheme, a 24/7 online GP service, life assurance and a fully comprehensive employee assistance programme. You'll also have access to our MyBenefits platform offering a variety of high street discounts, a cycle to work scheme, cashback cards, a saving scheme and much more!

What you'll do on a typical day:

• Manage Recruitment & Onboarding: Oversee the full recruitment process for new customer advisors, from job advertisement to induction and training
• Lead & Develop Teams: Coach and support team performance through 1-2-1s, reviews, training, and regular team meetings to ensure exceptional customer service
• Operational Oversight: Monitor communication channels, staffing levels, and daily activity; handle rota planning, attendance, and office key holder responsibilities
• Customer & Performance Reporting: Create and distribute accurate updates, reports, and audits for customers and senior management; elevate issues as needed
• Support Business Objectives: Respond to customer queries, ensure quality control, and contribute to Environmental, Social, and Governance (ESG) goals

What you need to succeed at GXO:

• Technical & Analytical Skills: Proficient in Microsoft Excel and PC systems, with strong problem-solving and analytical abilities
• Leadership & People Management: Experienced in team leadership within a customer focused environment (call centre beneficial), including motivation, coaching, and performance management
• Communication & Customer Service: Excellent written and verbal communication skills, with a natural ability to build rapport and deliver exceptional customer experiences
• Organisational & Growth Mindset: Highly organised, detail-oriented, resilient, and eager to learn new systems and progress within the customer service department

We engineer faster, smarter, leaner supply chains.

GXO is a leading provider of cutting-edge supply chain solutions to the most successful companies in the world. We help our customers manage their goods most efficiently using our technology and services. Our greatest strength is our global team - energetic, innovative people of all experience levels and talents who make GXO a great place to work.GXO is an equal opportunity employer. We celebrate, support and thrive on diversity and are committed to creating an inclusive environment for all employees. We believe that diversity and inclusion in our business is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. We are an Armed Forces organisation and Disability Confident Leader as part of the Disability Confident Scheme (GIS) and actively welcome applications from people with disabilities.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.Review GXO's candidate privacy statement here.