Service Centre Team Leader: Elevate Customer Experience

Arrow XL; Wigan; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Annual leave 31 days

Enhanced pension plan

Life insurance

Parental leave benefits

Long service awards

Employee of the month

Training academy

Staff discounts

Gym membership benefit

Cycle to Work

Job summary

Arrow XL is recruiting a Service Centre Team Leader on a six-month fixed term contract. The role requires leading a busy service centre, coaching staff, and delivering service excellence across multiple sites.

You will also cover the Service Manager when needed and drive improvements in customer outcomes. The ideal candidate will have strong communication skills, experience in a fast-paced environment, and the ability to manage multiple priorities while upholding our values.

Qualifications

• Experience working in a fast-paced Service Centre environment.
• Ability to work collaboratively as part of a team with moderate supervision.
• Strong communication skills with multiple channels (phone, chat, email).
• Strong time management skills with ability to manage priorities.
• Excellent attention to detail in a service-focused role.
• Professional conduct at all times.

Responsibilities

• Provide exceptional customer service via telephone, live chat, social media, email and written correspondence.
• Coach, develop and motivate team members to achieve goals.
• Maintain oversight across sites to identify root causes of customer complaints.
• Deliver training sessions within the Service Centre team to support service excellence.
• Conduct HR meetings, manage absence cases and investigations where necessary.
• Provide cover for the Service Manager when required.
• Set examples of positive behaviour in line with company values and address performance gaps.
• Lead and manage the team efficiently and effectively.

Skills

Fast-paced environment

Team collaboration

Strong communication

Time management

Attention to detail

Professional conduct

Job description

Arrow XL is recruiting a Service Centre Team Leader on a six-month fixed term contract. The role requires leading a busy service centre, coaching staff, and delivering service excellence across multiple sites.

You will also cover the Service Manager when needed and drive improvements in customer outcomes. The ideal candidate will have strong communication skills, experience in a fast-paced environment, and the ability to manage multiple priorities while upholding our values.