Night Customer Service Team Lead: Dispatch & Ops

KONE; Bradford; Hybrid; GBP 34,000 - 52,000; Full time

Benefits offered by this job

25 days holiday

Bank holidays

Company pension

Private medical insurance

Bonus

Hybrid working

GymFlex membership

Job summary

KONE is seeking a Customer Service Team Leader (Out of Hours) in Bradford for a nights schedule (Mon-Fri, 17:00–02:30 with flexible start/finish). The role leads a contact centre night team, optimising workflows, scheduling and ensuring engineers reach callouts on time.

You will coach staff, drive KPIs and maintain high service quality. Ideal candidates will have proven people management skills, experience in a busy contact centre and familiarity with dispatch planning and SAP/CRM ecosystems.

Qualifications

• Proven people management experience essential.
• Dispatch planning experience beneficial.
• Experience with SAP, CRM or Salesforce desirable.

Responsibilities

• Coordinate nightly operations of the team and ensure call handling SLA targets.
• Support and enforce call centre policies and procedures.
• Manage night operations and assign tasks to meet deadlines.

Skills

People management

Dispatch planning

SAP

CRM

Salesforce

Tools

Excel

Outlook

Job description

KONE is seeking a Customer Service Team Leader (Out of Hours) in Bradford for a nights schedule (Mon-Fri, 17:00–02:30 with flexible start/finish). The role leads a contact centre night team, optimising workflows, scheduling and ensuring engineers reach callouts on time.

You will coach staff, drive KPIs and maintain high service quality. Ideal candidates will have proven people management skills, experience in a busy contact centre and familiarity with dispatch planning and SAP/CRM ecosystems.