Customer Service Team Leader

Salary: £34,056

Job Purpose

We're looking for a passionate and experienced people leader to guide, support and inspire a team of around 14 Customer Engagement Advisors. In this role, you'll be at the heart of how we deliver brilliant customer experiences at Stagecoach. Your team will be speaking to customers every day across phone, email, SMS and social media - helping people get the support they need, when they need it. Your leadership will set the tone. You'll create an environment where your team feels supported, trusted and motivated to deliver exceptional service - treating every customer as an individual and aiming to resolve queries right the first time. This is a hands on leadership role where you'll combine coaching, performance management and operational oversight with genuine care for your people and customers. We're looking for someone with proven experience leading teams in a contact centre or fast-paced customer service environment, who knows what "good" looks like - and is driven to make it even better.

Key Responsibilities

As a Team Leader, you'll play a key role in shaping both the customer experience and the team culture.

• Lead and inspire your team
• Lead a team of Customer Engagement Advisors to deliver consistently brilliant customer outcomes
• Create a positive, inclusive and high energy environment where people can do their best work
• Be a visible, supportive leader who motivates through coaching, feedback and recognition
• Build a high performing culture
• Set clear expectations and help your team understand how their work makes a difference
• Use 1:1s, coaching and informal conversations to support development and performance
• Confidently manage both high performance and underperformance in a fair and supportive way
• Recognise and celebrate great work and positive behaviours
• Deliver excellent customer outcomes
• Ensure your team delivers strong performance across all channels - voice and digital
• Support first time resolution and continuous improvement in customer experience
• Use quality monitoring and case reviews to improve standards and consistency
• Drive insight and improvement
• Work closely with regional operational teams to resolve issues and improve outcomes
• Identify trends and recurring customer issues and share insights with senior leaders
• Contribute to wider service improvements that make things easier for future customers
• Be a key part of the wider business
• Build strong working relationships across operations, support teams and stakeholders
• Contribute to engagement initiatives and site projects
• Help embed a culture of continuous improvement and shared ownership

Working Pattern

37.5 hours per week - shift based rota covering 08:00 - 18:00, Monday to Sunday (5 days out of 7 on a 5 week rotating pattern). Shifts are provided in advance. Some flexibility may be required depending on business needs (within working time regulations).

What we're looking for - Essential experience & skills

• Proven experience leading teams in a contact centre or multi channel customer service environment
• Strong understanding of contact centre KPIs and performance management
• Experience coaching, developing and motivating teams to achieve high performance
• Confident managing both informal coaching and formal performance processes
• Strong absence and conduct management skills
• Ability to work across multiple channels (voice and digital) in a fast paced environment

Leadership qualities we value

• A genuine passion for leading and developing people
• Strong communication skills - able to influence, engage and inspire
• A clear understanding of what makes a high-performing team
• Confidence in handling difficult conversations with fairness and integrity
• A proactive, solutions-focused mindset
• Commitment to creating a positive, respectful and inclusive team culture

Nice to have

• Experience working in extended trading hours / 7-day operations
• Exposure to continuous improvement or change projects

Success looks like

• A team that feels supported, valued and motivated
• Customers who feel listened to and cared for
• Strong, consistent service performance across all channels
• A culture where people take ownership, improve and grow
• Real insight that helps improve the wider customer experience

Location

Stagecoach Group Head Office, 10 Dunkeld Road, Perth PH1 5TW. Stagecoach is an inclusive employer welcoming applications from all, irrespective of gender, ethnicity, race, religion, beliefs, disability, neurodiversity, sexual orientation, or age.