Employee Service Centre Team Leader

Redefined Ltd; Preston; Hybrid; GBP 33,000; Full time

Job summary

Join a leading company as an Employee Service Centre Team Leader where you'll manage a dynamic team ensuring high levels of service delivery. You will oversee performance against key indicators and support your team’s growth while embracing flexible working arrangements. Enjoy a competitive salary and benefits including health plans and share plans, all in an inclusive environment that values diversity.

Benefits

Competitive pension scheme

Employee share plans

Flexible discounted health, wellbeing and lifestyle benefits

Green car scheme

Private health plans

Shopping discounts

Annual incentive eligibility

Qualifications

• Previous Team Leader experience in a Contact Centre.
• Ability to lead multi-skilled teams.
• Understanding of CRM systems.

Responsibilities

• Manage KPIs and SLAs for the Employee Service Centre.
• Coach Support Specialists through development plans.
• Drive performance and continuous improvement initiatives.

Skills

Management

Leadership

Customer Relationship Management

Stakeholder Management

Continuous Improvement

Presentation Skills

IT Skills

Tools

MS Excel

MS Word

Job description

Job title:Employee Service Centre Team Leader – 12 month FTC

Location:Preston – We offer a range of hybrid and flexible working arrangements – please speak to your recruiter about the options for this particular role.

Salary: £33,000

What you’ll be doing:

• Drive performance by managing adherence to Key Performance Indicators (KPIs), Service Level Agreements (SLAs) and quality assurance
• Support ESC Management in required objectives in agreed timescales
• Monitor performance measures and act on any identified areas of improvement
• Coach and develop Support Specialists through regular one to one meeting and maintain development plans, training plans and succession plans where applicable
• Effectively manage resource through demand scheduling, planned and unplanned absence management and recruitment
• Review and respond to feedback across the ESC including the identification and implementation of Continuous Improvement
• Always demonstrate and promote the BAE Systems values and behaviours

Your skills and experiences:

• Previous Team Leader/Management experience within a Contact Centre/Customer Service Delivery environment managing multi-skilled teams, high volume processing and customer interactions
• Able to lead a multi skilled team by adapting coaching and development requirements to individual needs
• Understanding of Customer Relationship Management (CRM) systems within a contact centre environment
• Experience of continuous improvement
• Excellent relationship building, stakeholder management and influencing skills
• Experience of resourcing to forecast/demand against different lines of service
• Good presentation skills and proven IT skills, in particular MS Excel and MS Word

Benefits:

As well as a competitive pension scheme, BAE Systems also offers employee share plans, an extensive range of flexible discounted health, wellbeing and lifestyle benefits, including a green car scheme, private health plans and shopping discounts – you may also be eligible for an annual incentive.

The Employee Service Centre team:

An integral part of Shared Services, the Employee Service Centre (ESC) is the first point of contact for employees across BAE Systems, who contact the helpdesk for a vast range of queries across various lines of service including but not limited to HR, Time and Attendance and Expenses.

As a Team Leader within the Employee Service Centre, you will be responsible for leading a team of multi skilled Support Specialists who handle high volumes of calls and live chat queries.

This role will provide you with the opportunity to join a busy dynamic team and grow your leadership skills whilst working hybrid between hub and home

Why BAE Systems?

This is a place where you’ll be able to make a real difference. You’ll be part of an inclusive culture that values diversity of thought, rewards integrity, and merit, and where you’ll be empowered to fulfil your potential. We welcome people from all backgrounds and want to make sure that our recruitment processes are as inclusive as possible. If you have a disability or health condition (for example dyslexia, autism, an anxiety disorder etc.) that may affect your performance in certain assessment types, please speak to your recruiter about potential reasonable adjustments.

Please be aware that many roles at BAE Systems are subject to both security and export control restrictions. These restrictions mean that factors such as your nationality, any nationalities you may have previously held, and your place of birth can restrict the roles you are eligible to perform within the organisation. All applicants must as a minimum achieve Baseline Personnel Security Standard. Many roles also require higher levels of National Security Vetting where applicants must typically have 5 to 10 years of continuous residency in the UK depending on the vetting level required for the role, to allow for meaningful security vetting checks.

Closing Date:25th June 2025

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.