Night Dispatch & Customer Service Team Lead

KONE; Long Lee; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

25 days holiday

Bank holidays

Company pension

Private medical insurance

Bonus

Volunteering day

Hybrid working

GymFlex membership

Cycle to work

Employee discounts

24/7 GP & wellbeing

Job summary

KONE is seeking a Customer Service Team Leader for the Night shift (Out of Hours) in the United Kingdom. The role runs Monday to Friday 17:00 to 02:30, with flexibility on start/finish times.

You will oversee the night team, ensure efficient dispatch, and coordinate with engineers to meet client service needs. You will lead, develop and coach the team, manage KPI/SLA targets, and maintain quality standards while handling calls and emails across geographic areas.

Qualifications

• Proven people management experience.
• Experience in busy contact centre environments.
• Dispatch planning experience beneficial.
• Excellent communication and listening skills.
• Well-organised with attention to detail.
• Strong written and spoken English.
• Proficient with Word, Excel, and Outlook.
• Experience with SAP, CRM or Salesforce desirable.

Responsibilities

• Coordinate and direct nightly team operations.
• Enforce call centre policies and procedures.
• Manage night operations and meet deadlines.
• Lead people through targets, PDPs, and IDPs.
• Foster information sharing and collaboration.
• Monitor KPI/SLA adherence and performance.
• Handle escalations and balance supervisory/operational split.
• Address daily issues and escalate as needed.

Skills

People management

Communication

Organisational skills

English proficiency

Tools

Word

Excel

Outlook

SAP

CRM

Salesforce

Job description

KONE is seeking a Customer Service Team Leader for the Night shift (Out of Hours) in the United Kingdom. The role runs Monday to Friday 17:00 to 02:30, with flexibility on start/finish times.

You will oversee the night team, ensure efficient dispatch, and coordinate with engineers to meet client service needs. You will lead, develop and coach the team, manage KPI/SLA targets, and maintain quality standards while handling calls and emails across geographic areas.