Swindon, Wiltshire, United Kingdom (Hybrid)
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Job Description
Salary: Band D – £34,101
Location: Swindon
It’s an exciting time to join UKSBS as we transform our business into the leading UK public sector business service provider. We aim to become a very different organisation over the next few years as we move to a modern multi-platform, digitally enabled organisation.
Our Customer Support teams ensure that every interaction is clear, professional, and efficient, supporting our ambition to provide easy‑to‑user services that meet customer needs first.
The Tier 1 Operations function plays a vital role in supporting our HR, Payroll, Finance, Procurement and Training Administration Service’s. As a Team Leader, you will oversee multiple small teams delivering first‑line support across these disciplines, ensuring professional, clear and consistent customer service.
We are focused on evolving our services and continuously improving customer experience. A key focus of this role is supporting the transition of work from Tier 1 to Tier 0 (self‑service), reducing effort, simplifying processes, and minimising customer touchpoints. You will support this by championing better use of systems, knowledge content and digital solutions.
Responsibilities
- Lead, motivate and support multiple small teams across HR, Payroll, Finance, Procurement and Training Admin to deliver a consistent, high‑quality customer experience.
- Oversee day‑to‑day operational performance, ensuring SLA adherence and effective management of workloads across multiple disciplines.
- Drive the transition of suitable Tier 1 work into Tier 0 (self‑service) by identifying automation opportunities, simplifying processes, and reducing unnecessary customer touchpoints.
- Analyse service data, customer feedback and operational trends to identify efficiency opportunities and implement solutions that improve customer experience.
- Collaborate with internal subject matter experts and digital teams to refine knowledge articles, guidance and process flows to support self‑service adoption.
- Act as a customer advocate across all disciplines, ensuring their needs are represented in operational decisions and continuous improvement activities.
- Provide coaching, mentoring, and performance management support to Advisors to build capability, ensure consistent standards, and develop a culture of ownership and accountability.
- Manage resource planning, absence management, recruitment, skills development and succession planning for your teams.
- Support business change initiatives and project delivery that impact Tier 1 operations, representing front‑line perspectives.
- Ensure teams respond promptly and effectively to high‑impact, time‑critical queries.
- Build strong, collaborative relationships with key stakeholders across the organisation, enhancing confidence in Customer Support Services.
- Deputise for the Operations Manager when required.
Qualifications
- Proven experience managing teams in a customer service or operational environment, ideally across multiple disciplines.
- Strong leadership skills with the ability to build, motivate and support high‑performing teams.
- A collaborative and customer‑focused mindset with a passion for delivering excellent service.
- The ability to analyse data, identify patterns and trends, and implement meaningful improvements.
- Strong IT literacy, including the confident use of Microsoft applications.
- Excellent communication skills, both written and verbal, with the ability to engage and influence at all levels.
- Strong organisational skills, with the ability to prioritise, work under pressure, and maintain high standards.
- A general understanding of business IT systems and a willingness to further develop this knowledge.
- Experience in HR, Payroll, Finance, Procurement, or Training Administration would be beneficial.
- Exposure to Shared Services operations or continuous improvement methods would bring added value.
- Familiarity with Oracle or similar ERP systems would be an advantage.
- Experience managing remote or hybrid teams would be helpful in this role.
- A Customer Service or Leadership qualification would support your success and development.
- GCSE‑level education or equivalent.
For additional information, a full Job Description and a confidential discussion please contact our Recruitment Team at recruiting@uksbs.co.uk.
We are an inclusive and Disability Confident employer and welcome all applications. Find out more about our equality, diversity and inclusion commitments on our website.
Successful candidates may be required to undergo Security Clearance (National Security Vetting) as part of their employment. To meet these standards, applicants must normally have lived in the UK for at least the last five years and be able to satisfy background, identity and criminal record checks.
UKSBS does not hold a Home Office Sponsor License under the UK Immigration System, therefore candidates are required to have eligibility to live and work in the UK prior to applying.
We look forward to hearing from you.
We are UKSBS. We are creating a place where people love to work, a culture where we lead, we change, we deliver, and empower our people to be curious, take action, and add value.
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