Team Leader

Johnson Controls; Manchester; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company in industrial machinery manufacturing seeks a Customer Service Team Leader in Manchester. The role involves leading a high-performing team in a dynamic environment to meet KPIs and enhance customer satisfaction. Ideal candidates have experience in contact centers and strong leadership qualities, along with a focus on operational excellence and cross-functional collaboration.

Benefits

Competitive salary

25 days holiday + Bank Holidays and sick pay

Comprehensive benefits package

Extensive training opportunities

Collaborative team environment

Career development opportunities

Qualifications

• Experience in contact centre, logistics dispatch, or inside sales.
• Strong leadership skills with experience coaching teams.
• Experience managing shift-based teams.

Responsibilities

• Lead and motivate team to achieve KPIs.
• Drive continuous improvement in customer experience.
• Use data and CRM tools to monitor performance.

Skills

Leadership

CRM tools

Revenue performance

Detail-oriented

Communication

Education

Recognised coaching or development qualification (e.g., CIPD, CPD)

Job description

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What You Will Do

Join our Customer Service leadership team in a fast-paced, target-driven environment where you'll lead a high-performing team to deliver exceptional service and meet key KPIs. With a background in dispatch, logistics, or inside sales, you'll drive operational excellence, improve customer experience, and support cross-functional collaboration.

What You Will Do

Join our Customer Service leadership team in a fast-paced, target-driven environment where you'll lead a high-performing team to deliver exceptional service and meet key KPIs. With a background in dispatch, logistics, or inside sales, you'll drive operational excellence, improve customer experience, and support cross-functional collaboration.

We're looking for a commercially minded Team Leader who’s confident using CRM tools, detail-oriented, and experienced in hitting revenue targets. You'll also play a key role in developing sales and service skills within your team and fostering a culture of continuous improvement.

What We Offer

• Competitive salary
• 25 days holiday + Bank Holidays and sick pay
• Comprehensive benefits package including pension, life assurance, employee assistance program, employee referral scheme, employee discounts including high street brands, cycle 2 work scheme and discount on Johnson Controls security products
• Extensive product and on the job/cross training opportunities with outstanding resources available
• Encouraging and collaborative team environment
• Career development through various career ladders
  
  

How You Will Do It

• Lead, engage, and motivate your team to deliver contact centre performance, service levels, and KPIs
• Drive continuous improvement in customer experience and team performance
• Coach and develop team members to build strong sales and service skills
• Use data and CRM tools to monitor performance and identify opportunities for growth
• Tackle underperformance and foster a high-performance, target-driven culture
• Ensure compliance with internal and external standards across operational teams
• Positively influence budgetary performance through efficient team management
  
  

Required

What we look for

• Experience in a contact centre, logistics dispatch, inside sales, or field-based environment
• Proven ability to meet targets and drive revenue performance
• Strong leadership skills with experience coaching and developing teams
• Comfortable using CRM systems or sales databases
• Excellent attention to detail and a data-driven mindset
• Experience managing shift-based teams, including weekends and bank holidays
• Strong facilitation and communication skills
• Confidence to lead in a fast-paced, evolving environment
  
  

Preferred

• Recognised coaching or development qualification (e.g., CIPD, CPD)
• Experience with LEAN Six Sigma Greenbelt or similar methodologies
  
  

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Industrial Machinery Manufacturing

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