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- Tasks: Lead a dynamic team to deliver top-notch 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, comprehensive benefits, and career growth opportunities.
- Why this job: Be part of a collaborative culture that values safety and personal development.
- Qualifications: Experience in contact centres or logistics, with strong 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
Customer Service Team Leader employer: Johnson Controls, Inc.
Contact Detail:
Johnson Controls, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Leader
✨Tip Number 1
Familiarise yourself with LEAN Six Sigma methodologies, as this role values continuous improvement. Consider how you can apply these principles to enhance team performance and customer experience.
✨Tip Number 2
Highlight your experience in managing shift-based teams, especially if you've worked in high-pressure environments. Be ready to discuss specific examples of how you've successfully led teams during busy periods.
✨Tip Number 3
Prepare to demonstrate your coaching skills. Think of instances where you've positively influenced team performance and how you can bring that same energy to our Customer Service operation.
✨Tip Number 4
Showcase your ability to build strong relationships with stakeholders. Be ready to share examples of how you've collaborated with other functions to achieve common goals, as this is crucial for the role.
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: Emphasise your leadership style and how you motivate teams. Provide examples of how you've tackled underperformance and fostered a positive culture in previous roles, as this is crucial for the position.
Highlight Relevant Experience: If you have experience in a contact centre or logistics environment, make sure to detail this in your application. Discuss your familiarity with dispatch methodologies and how you've successfully managed shift-based teams.
How to prepare for a job interview at Johnson Controls, Inc.
✨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
Highlight your experience with continuous improvement methodologies like LEAN or Six Sigma. Discuss specific instances where you've implemented changes that enhanced customer experience or team efficiency.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills in high-pressure situations. Think of scenarios where you've tackled underperformance or managed conflicts within your team, and be ready to share those experiences.
