Customer Services Team Leader

Customer Service Team Leader

FTC 18 months, Full Time (Mon - Fri)

Up to £30,750 per annum + Corporate Benefits Package

About the Role 

We are recruiting experienced proactive Team Managers to join our team and lead the successful delivery of our services. You will supervise day-to-day operations, monitor performance, and ensure the achievement of key KPIs and service outcomes. Reporting to the Operations Manager, this role requires strong leadership skills, a customer-first mindset, and the ability to manage a high-performing team effectively. 

Key Responsibilities

• Oversee the contract across day shifts and provide ad-hoc support to out-of-hours teams. 
• Monitor and manage KPIs, adviser performance, and adherence to contractual SLAs.
• Support adviser development, ensuring high-quality service and consistency.
• Lead quality monitoring, training initiatives, and performance improvements.
• Produce and review client MI (Management Information) reports. Chair and contribute to internal and external contractual meetings. Handle client communications and requests in a professional and timely manner.

Skills & Experience

• Previous experience in customer service & team leadership. 
• Ability to monitor performance, identify improvements, and drive efficiencies.
• Strong interpersonal skills with the ability to coach, develop, and lead a team. 
• Comfortable in a fast-paced environment, making data-driven decisions.
• Creative approach to service enhancement and problem-solving. 

Why Join Us

• A supportive, collaborative work environment. 
• Career development and training opportunities.
• A role where you can make a real impact in public health services. 
  

Are you a credible self motivated leader, adaptable, and results-driven with the ability to build strong relationships with stakeholders? If so,  apply today and be part of a team driving excellence in public health services, whilst working from home!

About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 

Apply
Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.  For help with your application please contact 0345 010 4000.
 

At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.