Service Centre Team Leader

ArrowXL by JP Home; Wigan; On-site; GBP 30,000 - 38,000; Full time

Benefits offered by this job

Annual Leave – 31 days + holiday

Enhanced Pension Plan

Life Insurance 2x salary

Maternity / Paternity / Adoption leave

Long Service Awards

Employee of the Month incentives

Training Academy development

Staff discounts up to 25%

Discounted Gym Membership

Cycle to Work Scheme

Job summary

ArrowXL by JP Home in the United Kingdom is seeking a Service Centre Team Leader to drive customer service excellence across channels and help resolve highly escalated complaints while supporting the Service Manager. The role includes coaching, developing and motivating the team, delivering training, and ensuring consistent service standards across sites.

It requires strong organisation and professional conduct, with pre-employment checks including DBS where required.

Qualifications

• Experience in a fast-paced service centre environment.
• Strong time management and ability to prioritise.
• Excellent attention to detail and professional demeanour.
• Ability to coach and develop others to meet targets.

Responsibilities

• Provide exceptional customer service via multiple channels.
• Coach and motivate team members to achieve goals.
• Oversee site operations to address root causes of complaints.
• Deliver training sessions to support service excellence.
• Manage absence cases and HR-related meetings when required.
• Cover for the Service Manager as needed.
• Model positive behaviour and transparency about underperformance.
• Lead the team efficiently and effectively.

Skills

Customer service

Coaching

Team leadership

Complaint handling

Communication

Job description

Full-time – 5 shifts over 7 days, between 7:00 until 18:00

As a Service Centre Team Leader, your role involves interacting with customers, dealing with highly escalated complaints, and providing information regarding their product or service and should be able to deliver an excellent customer service and a satisfactory outcome to the consumer.

The role also involves coaching, developing, guiding, and motivating team members. To provide cover for the Service Manager as and when required, maintaining the same standards and be consistent in achieving set goals within the company guidelines.

Please note that any offer of employment will be subject to the successful completion of pre-employment checks, including a satisfactory DBS check where required for the role.

Main Tasks

• Providing exceptional customer service via telephone, live chat, social media, email, and written correspondence.
• Coaching, developing and motivating team members to achieve common goals.
• Maintaining oversight across all sites to identify and address the root causes of customer complaints.
• Delivering training sessions within the Service Centre team to support service excellence.
• Conducting formal HR meetings, managing absence cases and investigations where necessary.
• Providing cover for the Service Manager as and when required.
• Setting clear examples of positive behaviour in line with our values, recognising excellent performance whilst being clear and transparent about areas of underperformance within the team.
• Managing and leading a team efficiently and effectively.

The Ideal Candidate

• Experience working in a fast-paced Service Centre environment.
• Ability to work collaboratively as part of a team and with moderate supervision.
• Strong time management skills with the ability to manage conflicting priorities.
• Excellent attention to detail.
• Ability to act professionally at all times.

You will get these great benefits

• Annual Leave Entitlement – 31 days' entitlement (including statutory bank holidays) which increases with service
• Enhanced Pension Plan – including ArrowXL company contributions
• Life Insurance – Company-funded 2x basic salary life cover from day one
• Enhanced maternity, paternity, adoption and shared parental leave
• Long Service Awards – Awarded for every 5 years' service
• Employee of the Month Incentives – Local winners across the country, plus an overall winner chosen by the CEO
• Progression and Development Opportunities – Investment into your career path via our award-winning Training Academy
• Up to 25% Staff Discount at www.very.co.uk
• Retail Discounts – Huge discount savings across retailers and restaurants, including Apple, Asda, B&Q, Halfords, Nando's, TGI Friday's, Screwfix and many more
• Discounted Gym Membership – Up to 25% discount across 3700 nationally located gyms, health clubs, leisure centres, boot camps and fitness studios
• Cycle to Work Scheme – In partnership with Halfords, the Arrow XL C2W scheme offers great benefits and discounts

At ArrowXL, we’re proud to be an equal opportunity employer. We’re entrusted to creating an inclusive workplace where everyone can thrive, regardless of background. If you're invited to interview and need any adjustments during the process, please let us know - we’ll do everything we can to make your experience smooth and positive.

We're a business built on championing strong values. These guide everything we do - from how we deliver to how we help our people: