Bellshill Customer Service Team Leader

• Shift Rotation: 4 on, 4 off, 10am-8:30pm, or 11am - 9:30pm

The Role

At Saltire Facilities Management, we deliver service excellence through strong leadership, accountability and teamwork.

We are looking for a proactive and driven Customer Service Team Leader to lead our Call Centre team. This role is responsible for the day to day operational management of the department, ensuring performance targets are met, service standards remain high, and our customers receive a consistently excellent experience.

You will play a key role in coaching and developing team members, improving processes, and ensuring operational efficiency across the function.

Key Responsibilities Leadership & Team Development

• Coach, mentor and develop team members to enhance skills and performance
• Support ongoing training to ensure full understanding of processes and systems
• Conduct regular one to ones, performance reviews and development conversations
• Carry out return to work interviews in line with company policy
• Manage holiday requests and staff rota planning

Operational Management

• Oversee the daily, weekly and monthly running of the call centre
• Monitor call statistics and performance metrics, taking action where required
• Ensure quality monitoring of calls is completed consistently and to standard
• Conduct daily, weekly and monthly checks on operational spreadsheets and reports
• Pull and distribute open job reports to relevant teams
• Liaise with operational supervisors regarding manpower and resource planning

Customer Experience & Performance

• Ensure a high standard of customer service is delivered at all times
• Handle escalated complaints from clients, tenants and customers professionally and efficiently
• Drive accountability within the team to ensure tasks are completed accurately and on time
• Support the review and improvement of processes to increase efficiency and collaboration

Reporting & Compliance

• Produce weekly and monthly client reports
• Monitor team compliance with company procedures and service level agreements
• Ensure operational standards align with business objectives

What we're looking for

• Previous experience in a Customer Service Team Leader or supervisory role
• Strong leadership and coaching ability
• Experience working in a fast paced call centre environment
• Excellent communication and problem solving skills
• Confident analysing data and performance metrics
• Highly organised with strong attention to detail
• Ability to manage competing priorities and maintain high standards under pressure

Why Join Saltire?

• A supportive leadership team and collaborative culture
• Opportunities for professional development
• Competitive salary and benefits package
• A fast paced, growing organisation where your contribution makes a real impact

If you are a motivated leader who thrives in a performance driven environment and is passionate about delivering outstanding customer service, we would love to hear from you.

About Saltire

Saltire Facilities Management is one of the UK's largest property services providers, working with dozens of public sector organisations to serve more than 120,000 social housing tenants and private homeowners. Specialising in Renewable's, Gas Services, and Electrical Works, Saltire helps clients decarbonise their housing stock and meet zero carbon obligations. Additionally, Saltire serves over 7,000 private homeowners by installing high quality boilers, providing comprehensive service plans, and offering finance options to ensure safe and warm homes.