What you will do
This is a key managerial role within our Customer Service operation, where you will be responsible, as part of a leadership cohort, for delivering strong governance, driving high performance, and supporting a culture of continuous improvement.
You will lead and motivate your team to deliver outstanding service and meet operational KPIs, while supporting colleagues across other functions as needed. You will also play a critical role in enhancing customer experience, addressing underperformance, and driving operational transformation.
This position is particularly suited to someone with a background in dispatching or logistics, who is familiar with dispatch methodologies and thrives in a high-pressure environment. We are looking for an experienced Team Leader - ideally with B2B or field-based experience - who can positively influence culture and lead by example.
What we offer
Competitive salary
25 paid holidays + Bank Holidays and sick pay
Holiday purchase scheme allowing you to buy up to 15 additional holidays, increasing your annual entitlement to up to 40 days
Comprehensive benefits package including pension plan (up to 7% employer contribution match), life assurance, employee assistance program, and referral scheme
Extensive product and on-the-job/cross-training opportunities with outstanding resources available
Encouraging and collaborative team environment
Career development through various career ladders
Dedication to safety through our Zero Harm policy
Access to business resource groups
Training on our company values
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
Tackle underperformance head-on and foster a positive, high-performance culture
Ensure compliance with internal and external standards across operational teams
Positively influence budgetary performance through efficient team management
Build and maintain strong internal and external stakeholder relationships
What we look for
Previous experience in a contact centre, logistics dispatch or field-based environment
Proven experience in leading teams and improving performance through coaching
Experience managing shift-based teams across varied hours, including weekends and bank holidays
Strong facilitation skills and ability to lead both small and large groups
Confidence to lead in a fast-paced, evolving environment
Recognised coaching or development qualification (e.g., CIPD, CPD)
Experience with LEAN Six Sigma Greenbelt or similar methodologies
Excellent attention to detail and a passion for delivering results
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