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- Tasks: Lead and inspire a team to deliver exceptional customer service.
- Company: Join Arriva, a company dedicated to making a difference in customer care.
- Benefits: Enjoy a free bus pass and excellent development opportunities.
- Why this job: Be part of a supportive culture that values accountability and innovation.
- Qualifications: Experience in customer service and strong leadership skills required.
- Other info: Flexible working hours with alternating shifts for work-life balance.
The predicted salary is between 23400 - 30600 £ per year.
Location: Luton Head Office
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
Are you a natural leader with a passion for delivering brilliant customer service? Do you thrive in a busy, fast-paced environment where every day is different? If so, we\’d love you to join us at Arriva as our next Customer Service Centre Team Leader in Luton.
In this role, you\’ll lead, coach, and empower a team of customer service advisors who support millions of bus customers across the UK. You\’ll be the driving force behind a high-performing team—helping them deliver exceptional service, solve problems, resolve complaints, and create consistently positive experiences.
Guided by Arriva\’s values of Doing the Right Thing, Caring Passionately, and Making a Difference , you\’ll shape a culture built on empathy, accountability, and continuous improvement.
What You\’ll Be Doing Lead & Inspire: Motivate and manage a team of customer service advisors to deliver outstanding service.
Coach & Develop: Support your team with regular feedback, training, and development to help them shine.
Drive Performance: Monitor KPIs, quality, and productivity to keep standards high.
Champion Customer Experience: Ensure queries and complaints are resolved quickly, effectively, and with genuine care.
Problem-Solve: Create a proactive, solution-focused environment where challenges are resolved confidently.
Live Our Values: Role-model the Arriva approach—always putting customers first.
Collaborate: 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
Strong communication and interpersonal skills
Calm, confident problem-solving abilities—even under pressure
A flexible, organised approach and the ability to manage multiple priorities
If you\’re ready to lead from the front, inspire others, and make a genuine impact for our customers, we want to hear from you.
Apply today and become part of the Arriva family!
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Customer Service Team Leader employer: Arriva UK Bus Ltd
Contact Detail:
Arriva UK Bus Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Leader
✨Tip Number 1
Familiarise yourself with Arriva's core values: Doing the Right Thing, Caring Passionately, and Making a Difference. During your interview, be prepared to discuss how you embody these values in your previous roles, as this will show that you're aligned with the company's mission.
✨Tip Number 2
Highlight your leadership experience by preparing specific examples of how you've successfully managed teams in high-pressure environments. Use metrics or outcomes to demonstrate your impact, as this will help you stand out as a strong candidate.
✨Tip Number 3
Showcase your problem-solving skills by thinking of challenging situations you've faced in customer service. Be ready to explain how you resolved these issues effectively, as this will illustrate your ability to handle customer queries and complaints.
✨Tip Number 4
Prepare to discuss how you foster a positive team environment. Think about strategies you've used to motivate and develop team members, as this will demonstrate your capability to lead and inspire others in the role of Customer Service Team Leader.
We think you need these skills to ace Customer Service Team Leader
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and required skills for the Customer Service Team Leader position. Tailor your application to highlight how your experience aligns with these requirements.
Craft a Compelling CV: Ensure your CV showcases your leadership experience, customer service achievements, and any relevant skills. Use clear headings and bullet points to make it easy to read, and quantify your accomplishments where possible.
Write a Strong Cover Letter: In your cover letter, express your passion for customer service and leadership. Mention specific examples of how you've successfully led teams or improved service delivery in previous roles, and align your values with Arriva's core values.
Proofread Your Application: Before submitting, thoroughly proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a leadership role.
How to prepare for a job interview at Arriva UK Bus Ltd
✨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 a team in the past, focusing on your coaching and development strategies.
✨Emphasise Customer Service Excellence
Highlight your passion for delivering exceptional customer service. Be ready to discuss specific instances where you went above and beyond to resolve customer issues or improve service delivery.
✨Demonstrate Problem-Solving Abilities
Prepare to share examples of challenging situations you've faced in a customer service role. Discuss how you approached these problems, the solutions you implemented, and the outcomes achieved.
✨Align with Company Values
Familiarise yourself with Arriva's core values: Doing the Right Thing, Caring Passionately, and Making a Difference. Be prepared to explain how your personal values align with theirs and how you embody these principles in your work.
