Customer Service Team Leader

Stagecoach Group

Perth, United Kingdom
Base: £33,000; bonus/equity: not specified; benefi...
Proven experience leading contact centre teams
Strong understanding of contact centre kpis
Experience managing voice and digital channels
This role involves leading a team of approximately 14 advisors to deliver brilliant customer outcomes across phone, email, SMS, and social media

Job Summary

  • This role involves leading a team of approximately 14 advisors to deliver brilliant customer outcomes across phone, email, SMS, and social media.
  • The successful candidate will create a positive, inclusive environment while managing both high performance and underperformance fairly.
  • Success is defined by a motivated team, strong service performance across all channels, and driving insights to improve the wider customer experience.

Matching Summary

This role involves leading a team of approximately 14 advisors to deliver brilliant customer outcomes across phone, email, SMS, and social media.

Salary

Base: £33,000; Bonus/Equity: Not specified; Benefits: Not specified

Skills & Requirements

Must-have

  • Proven experience leading contact centre teams
  • Strong understanding of contact centre KPIs
  • Experience managing voice and digital channels
  • Confident in formal performance management processes
  • Ability to work shift-based rota covering 7 days

Nice-to-have

  • Experience with extended trading hours operations
  • Exposure to continuous improvement projects
  • Passion for developing people and culture
  • Solutions-focused mindset for service issues

Key Requirements

  • Proven leadership experience in contact centre or customer service
  • Shift-based availability including weekends (5 out of 7 days)

Work Rights

Not specified

Tailored Resume

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