Lead Customer Service Team — Inspire & Elevate CX

Arriva Plc; Luton; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading transport services provider in Luton is seeking a Customer Service Centre Team Leader to lead a team of customer service advisors. In this role, you will motivate and empower your team to deliver excellent service to bus customers across the UK. Strong leadership and communication skills are essential, along with experience in a fast-paced customer service environment. The position offers a chance to make a genuine impact and shape a culture of continuous improvement.

Qualifications

• Experience leading or coaching a team in a customer service, contact centre, or similar fast‑paced environment.
• A passion for delivering brilliant customer experiences.
• Strong communication and interpersonal skills.
• Calm, confident problem‑solving abilities—even under pressure.
• A flexible, organised approach and the ability to manage multiple priorities.

Responsibilities

• Motivate and manage a team of customer service advisors to deliver outstanding service.
• Support your team with regular feedback, training, and development to help them shine.
• Monitor KPIs, quality, and productivity to keep standards high.
• Ensure queries and complaints are resolved quickly, effectively, and with genuine care.
• Create a proactive, solution‑focused environment where challenges are resolved confidently.
• Role‑model the Arriva approach, always putting customers first.
• Work closely with colleagues across the business to support continuous improvement and innovation.

Job description

A leading transport services provider in Luton is seeking a Customer Service Centre Team Leader to lead a team of customer service advisors. In this role, you will motivate and empower your team to deliver excellent service to bus customers across the UK. Strong leadership and communication skills are essential, along with experience in a fast-paced customer service environment. The position offers a chance to make a genuine impact and shape a culture of continuous improvement.