Customer Services Team Leader

Serco Limited; United Kingdom; Remote; GBP 25,000 - 31,000; Full time

Job summary

A leading public service provider in the United Kingdom is seeking an experienced Team Manager to oversee operations and lead a high-performing team. In this critical role, you will monitor KPIs, ensure service quality, and drive efficiency in customer service. If you are a proactive leader with strong interpersonal skills and a results-driven mindset, apply today to make an impact in public health services.

Benefits

Career development opportunities

Supportive work environment

Collaborative team culture

Qualifications

• Previous experience in customer service and team leadership.
• Ability to monitor performance, identify improvements, and drive efficiencies.
• Strong interpersonal skills with the ability to coach and develop a team.

Responsibilities

• Oversee the contract across day shifts and support out-of-hours teams.
• Monitor and manage KPIs and adviser performance.
• Lead quality monitoring and training initiatives.

Skills

Customer service experience

Team leadership

Interpersonal skills

Data-driven decision making

Performance monitoring

Job description

Serco Limited

FTC 18 months, Full Time (Mon - Fri) Up to £30,750 per annum + Corporate Benefits Package

About the Role

We are recruiting experienced proactive Team Managers to join our team and lead the successful delivery of our services. You will supervise day-to-day operations, monitor performance, and ensure the achievement of key KPIs and service outcomes. Reporting to the Operations Manager, this role requires strong leadership skills, a customer-first mindset, and the ability to manage a high-performing team effectively.

Key Responsibilities

• Oversee the contract across day shifts and provide ad-hoc support to out-of-hours teams.
• Monitor and manage KPIs, adviser performance, and adherence to contractual SLAs.
• Support adviser development, ensuring high-quality service and consistency.
• Lead quality monitoring, training initiatives, and performance improvements.
• Produce and review client MI (Management Information) reports. Chair and contribute to internal and external contractual meetings. Handle client communications and requests in a professional and timely manner.

Skills & Experience

• Previous experience in customer service & team leadership.
• Ability to monitor performance, identify improvements, and drive efficiencies.
• Strong interpersonal skills with the ability to coach, develop, and lead a team.
• Comfortable in a fast-paced environment, making data-driven decisions.
• Creative approach to service enhancement and problem-solving.

Why Join Us

• A supportive, collaborative work environment.
• Career development and training opportunities.
• A role where you can make a real impact in public health services.

Are you a credible self motivated leader, adaptable, and results-driven with the ability to build strong relationships with stakeholders? If so, apply today and be part of a team driving excellence in public health services, whilst working from home!