Night Dispatch & Customer Service Lead (Hybrid)

Kone; Exley Head; Hybrid; GBP 36,000 - 48,000; Full time

Benefits offered by this job

Salary with bonus

Hybrid working

Private medical insurance

Pension scheme

25 days holiday

Volunteer day

GymFlex membership

Cycle to work

Job summary

KONE is seeking a qualified Nights Customer Service Team Leader to oversee the night shift, ensuring efficient dispatch planning and effective call handling. You will guide the team, monitor KPIs, and uphold service standards while coordinating with engineers and clients to ensure timely call-outs.

The role requires strong people management, excellent communication in English, and experience in a busy contact centre. Hybrid working is available, with a competitive benefits package.

Qualifications

• Proven people management experience essential – lead, motivate and inspire team through regular 1-to-1s, team meetings, upskilling and performance reviews.
• Dispatch planning experience beneficial in coordinating nightly operations and ensuring on-time engineer dispatch.

Responsibilities

• Coordinate and direct nightly operations of the team.
• Manage night operations to meet deadlines and KPI targets.
• Ensure policy adherence and process compliance across the team.
• Lead, coach and develop team members through PDPs and IDPs.
• Resolve daily issues and escalate complex problems to management.
• Maintain high standards of customer service and timely responses to inquiries.

Skills

Dispatch Planning

People management

Customer service

Leadership

Communication

Tools

SAP

CRM

Salesforce

Microsoft Office

Job description

KONE is seeking a qualified Nights Customer Service Team Leader to oversee the night shift, ensuring efficient dispatch planning and effective call handling. You will guide the team, monitor KPIs, and uphold service standards while coordinating with engineers and clients to ensure timely call-outs.

The role requires strong people management, excellent communication in English, and experience in a busy contact centre. Hybrid working is available, with a competitive benefits package.