Team Leader - Customer Contact Operations

Schneider Electric; Telford; On-site; GBP 58,000 - 86,000; Full time

Job summary

Schneider Electric UK is seeking a Team Leader – Customer Contact Operations to oversee a frontline team of around 15, including two Senior Specialists, across phone, email, chat and digital channels, ensuring a consistent, responsive and high-quality service.

You will manage day-to-day performance, coach your team, balance workload, handle escalations, and drive improvements using data and feedback. This role offers leadership growth, cross-functional collaboration, and a values-driven culture.

Qualifications

• Experience leading a customer service, contact centre or customer support team.
• Strong people leadership, coaching and performance management skills.
• Experience working in a fast-paced, customer-focused operation.

Responsibilities

• Lead, coach and develop a high-performing customer contact team.
• Deliver against service levels, productivity and customer experience targets.
• Manage workload and resources to meet changing customer demand.
• Coach colleagues, manage performance and support career development.
• Take ownership of complex customer issues and escalations.

Skills

Experience leading a customer service,

People leadership

Data-driven decision making

Multi-channel customer support

Education

None

Tools

Salesforce knowledge

SAP familiarity

Job description

Are you an experienced customer service leader who knows how to get the best from people while delivering an excellent customer experience?

We’re looking for a Team Leader – Customer Contact Operations (Manager I, Commercial Customer Care) to lead a frontline customer contact team of around 15 colleagues, including two Senior Specialists. You’ll oversee customer interactions across phone, email, chat and digital channels, ensuring customers receive a consistent, responsive and high-quality service.

What will you do?

You’ll take ownership of the day-to-day performance of the team, balancing customer experience, productivity and employee engagement.

• Lead, coach and develop a high-performing customer contact team.
• Deliver against service levels, productivity, quality and customer experience targets.
• Manage workload and resources to meet changing customer demand.
• Coach colleagues, manage performance and support career development.
• Take ownership of complex customer issues and escalations.
• Use performance data and customer feedback to identify improvements.
• Drive continuous improvement, automation and digital self-service.
• Lead your team through operational, organisational and technology change.
• Partner with teams across Sales, Technical Support, Services, Logistics, Marketing and Customer Care.

What will make you successful?

• Experience leading a customer service, contact centre or customer support team.
• Strong people leadership, coaching and performance management skills.
• Experience working in a fast-paced, customer-focused operation.
• A track record of improving customer experience, productivity or operational performance.
• Experience leading teams through change.
• Strong stakeholder management and influencing skills.
• Confidence using data and insights to make decisions.
• The ability to manage competing priorities and keep your team focused on results.

Beneficial if you have:

• Experience managing multi-channel customer contact operations.
• Knowledge of workforce planning and resource management.
• Experience supporting digital self-service or customer transformation initiatives.
• Familiarity with Salesforce, SAP or similar customer platforms

What's in it for me?

• Lead a team that makes a tangible impact on customer satisfaction and business success
• Opportunities for professional growth through leadership development and cross-functional exposure
• Supportive culture that values collaboration, innovation, and continuous learning
• Flexibility and resources to help you succeed in balancing priorities

#CVL

At Schneider, we believe that every employee is a talent who deserves equal opportunities. This means you matter. Every individual needs to feel valued, supported, and treated fairly to do their best work.

Our Total Rewards is our way of saying: “We see you. We value you". It’s more than just pay and benefits- it’s a meaningful investment in you. It is designed for you to perform, grow, feel safe, and elevate your potential to shine as an impact maker.

For this UK based position, the expected pay range is GBP 57,600 - GBP 86,400 per year. This pay range includes base pay and short-term incentives. The compensation range for this full-time position applies to candidates located within the United Kingdom. Our pay ranges are determined by the local market.

Schneider Electric is there when it matters most to you

Our Total Rewards package outlines all the benefits and support you’ll enjoy as part of the Schneider Electric team:

Care for Yourself and Your Family.
We ensure you feel secure with benefits that help you and your family thrive: health and life insurance, paid time off, parental and care leave, flexible work options, and confidential counseling for life’s challenges.

Invest and Plan Your Future.
We help you plan and invest for the future with competitive pay and programs: your base salary, short-term incentives or sales incentives, opportunities to own company shares, and retirement savings plans for your future.

Grow Your Skills and Career.
We commit to helping you grow with ongoing performance and development conversations, Senior Talent Program, global career opportunities, access to our Schneider Career Hub for new positions, projects, and mentors, and learning platforms like Coursera to equip you with the skills for today and tomorrow.

Team Up in the Workplace.
We encourage teaming up through project opportunities on the Schneider Career Hub, smart ways to collaborate, celebrating contributions via a recognition program, sharing your voice in our engagement survey, and fostering an inclusive, caring workplace.

Support Your Community.
We make a difference in your community with volunteer leave, programs through the Schneider Electric Foundation, and initiatives that support youth education.

Looking to make an IMPACT with your career?

When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values – Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork – starts with us.

IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world.

We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.

€40 billion global revenue
+9% organic growth
150 000+ employees in 100+ countries

Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and ‘inclusion’ is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do.

At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders. You can find out more about our Trust Charter here

Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.