Customer Service Team Leader

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.

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