Service Centre Team Leader (Six-month Fixed Term Contract) - Wigan

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

Service Centre Team Leader (Six-month Fixed Term Contract) 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. If you're ready to lead a team, shape its culture, and drive meaningful improvement, we'd love to hear from you.

Note: 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 communication skills.


• 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:

Contact Details: Arrow XL
Tel: [phone]
Contact: Danny Colbert
Email: