Customer Service Team Leader

Customer Service Team Leader – Arriva Group

Location: Luton Head Office

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

Are you a natural leader with a passion for delivering brilliant customer service? Do you thrive in a busy, fast‑paced environment where every day is different? If so, we’d love you to join us at Arriva as our next Customer Service Centre Team Leader in Luton.

In this role, you’ll lead, coach and empower a team of customer service advisors who support millions of bus customers across the UK. You’ll be the driving force behind a high‑performing team—helping them deliver exceptional service, solve problems, resolve complaints and create consistently positive experiences.

Guided by Arriva’s values of Doing the Right Thing, Caring Passionately and Making a Difference, you’ll shape a culture built on empathy, accountability and continuous improvement.

What you’ll be doing

• Lead & inspire: motivate and manage a team of customer service advisors to deliver outstanding service.
• Coach & develop: support your team with regular feedback, training and development to help them shine.
• Drive performance: monitor KPIs, quality and productivity to keep standards high.
• Champion customer experience: ensure queries and complaints are resolved quickly, effectively and with genuine care.
• Problem‑solve: create a proactive, solution‑focused environment where challenges are resolved confidently.
• Live our values: role‑model the Arriva approach—always putting customers first.
• Collaborate: 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.
• A passion for delivering brilliant customer experiences.
• Strong communication and interpersonal skills.
• Calm, confident problem‑solving abilities—even under pressure.
• A flexible, organised approach and the ability to manage multiple priorities.

Seniority Level

• Mid‑Senior level

Employment type

• Full‑time

Job function

• Other

We want to hear from you. Apply today and become part of the Arriva family!

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