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Customer Service Team Leader

Posted 1 hour 36 minutes ago by Arriva UK Bus Limited

Permanent

Full Time

Customer Service Jobs

Bedfordshire, Luton, United Kingdom, LU1 1

Job Description

Customer Service Centre Team Leader

Location: Luton

Hours: Monday to Friday - rotating shifts (08:00-16:00 one week, 10:00-18:00 the next)

Salary: £27,400 per annum + opportunity for overtime

Benefits: Free bus pass, great career development and progression

What You'll Be Doing

Motivate and manage a team of customer service advisors to deliver outstanding service.
Coach and develop: support your team with regular feedback, training, and development to help them shine.
Monitor KPIs, quality, and productivity to keep standards high.
Ensure queries and complaints are resolved quickly, effectively, and with genuine care.
Create a proactive, solution-focused environment where challenges are resolved confidently.
Role model Arriva's values - always putting customers first.
Work closely with colleagues across the business to support continuous improvement and innovation.

What We're Looking For

Experience leading or coaching a team in a customer service, contact centre, or similar fast paced environment.
Passion for delivering brilliant customer experiences.
Strong communication and interpersonal skills.
Calm, confident problem solving abilities-especially under pressure.
Flexible, organised approach and ability to manage multiple priorities.