Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer service and meet performance goals.
- Company: Join a forward-thinking company dedicated to continuous improvement and employee development.
- Benefits: Enjoy competitive salary, 25 holidays plus bank holidays, and a comprehensive benefits package.
- Why this job: Be part of a collaborative culture that values safety and career growth opportunities.
- Qualifications: Experience in contact centres or logistics, with proven leadership and coaching skills required.
- Other info: Ideal for those who thrive in fast-paced environments and are passionate about customer experience.
The predicted salary is between 36000 - 60000 £ per year.
This is a key managerial role within our Customer Service operation, where you will be responsible, as part of a leadership cohort, for delivering strong governance, driving high performance, and supporting a culture of continuous improvement.
You will lead and motivate your team to deliver outstanding service and meet operational KPIs, while supporting colleagues across other functions as needed. You will also play a critical role in enhancing customer experience, addressing underperformance, and driving operational transformation. This position is particularly suited to someone with a background in dispatching or logistics, who is familiar with dispatch methodologies and thrives in a high-pressure environment. We are looking for an experienced Team Leader - ideally with B2B or field-based experience - who can positively influence culture and lead by example.
What we offer:
- Competitive salary
- 25 paid holidays + Bank Holidays and sick pay
- Holiday purchase scheme allowing you to buy up to 15 additional holidays, increasing your annual entitlement to up to 40 days
- Comprehensive benefits package including pension plan (up to 7% employer contribution match), life assurance, employee assistance program, and referral scheme
- Extensive product and on-the-job/cross-training opportunities with outstanding resources available
- Encouraging and collaborative team environment
- Career development through various career ladders
- Dedication to safety through our Zero Harm policy
- Access to business resource groups
- Training on our company values
How you will do it:
- Lead, engage, and motivate your team to deliver contact centre performance, service levels, and KPIs
- Drive continuous improvement in customer experience and team performance
- Tackle underperformance head-on and foster a positive, high-performance culture
- Ensure compliance with internal and external standards across operational teams
- Positively influence budgetary performance through efficient team management
- Build and maintain strong internal and external stakeholder relationships
What we look for:
- Previous experience in a contact centre, logistics dispatch or field-based environment
- Proven experience in leading teams and improving performance through coaching
- Experience managing shift-based teams across varied hours, including weekends and bank holidays
- Strong facilitation skills and ability to lead both small and large groups
- Confidence to lead in a fast-paced, evolving environment
- Recognised coaching or development qualification (e.g., CIPD, CPD)
- Experience with LEAN Six Sigma Greenbelt or similar methodologies
- Excellent attention to detail and a passion for delivering results
Contact Detail:
Johnson Controls Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Leader
✨Tip Number 1
Familiarise yourself with dispatch methodologies and logistics operations. Understanding these concepts will not only help you in interviews but also demonstrate your commitment to the role.
✨Tip Number 2
Highlight your leadership experience by preparing specific examples of how you've motivated teams in high-pressure environments. This will show us that you can thrive in our fast-paced setting.
✨Tip Number 3
Research our company values and be ready to discuss how you align with them. We value a positive culture, so showing that you can contribute to this will set you apart.
✨Tip Number 4
Network with current or former employees if possible. They can provide insights into our team dynamics and expectations, which can be invaluable during your application process.
We think you need these skills to ace Customer Service Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, team leadership, and logistics. Use specific examples that demonstrate your ability to drive performance and improve customer experience.
Craft a Compelling Cover Letter: In your cover letter, express your passion for leading teams and improving service levels. Mention any relevant qualifications, such as coaching certifications or experience with LEAN methodologies, and explain how they align with the role.
Showcase Leadership Skills: Provide examples of how you've successfully led teams in high-pressure environments. Discuss your approach to motivating team members and addressing underperformance, as these are key aspects of the role.
Highlight Continuous Improvement Initiatives: Mention any initiatives you've implemented that have led to improved customer experiences or operational efficiencies. This will demonstrate your commitment to continuous improvement, which is crucial for this position.
How to prepare for a job interview at Johnson Controls
✨Showcase Your Leadership Skills
As a Customer Service Team Leader, it's crucial to demonstrate your leadership abilities. Prepare examples of how you've successfully led teams in the past, focusing on how you motivated them and improved performance.
✨Understand the Importance of KPIs
Familiarise yourself with key performance indicators relevant to customer service. Be ready to discuss how you have previously met or exceeded these metrics and how you plan to do so in this role.
✨Emphasise Continuous Improvement
This role requires a commitment to continuous improvement. Think of specific instances where you've implemented changes that enhanced customer experience or team efficiency, and be prepared to share these during the interview.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle underperformance. Practice articulating your thought process and the steps you would take to address various challenges.
