Outdoor Planning and Service Team Leader

Outdoor Planning and Service Team Leader – Job Description

The Commercial Outdoor Operations team is at the heart of the business and our priority is to drive improvements, so we deliver excellent standards of customer service that exceed our customers' expectations.

Our aim is to ensure the customer experience is at the forefront of everyone’s mind and we always strive to give our customers the best service possible.

You’ll be working in a fast‑paced team, focused on working with sales and delivery operations to successfully book and deliver customers’ campaigns.

As a Team Leader, you will be responsible for managing and developing a multi‑disciplined team of Outdoor planning and service executives ensuring they always deliver great service.

You will display strong leadership skills to create a strong team working environment with good relationships with sales & specialists to drive improvements for customers.

This includes planning & booking campaigns, campaign preparation and campaign delivery customer support working with both internal and external customers.

It is essential you have strong customer support experience and a passion for leadership to create an environment for success through regular coaching, engaging and motivating your team.

Key Responsibilities

• Collaboration
• Build and nurture strong working relationships with commercial teams, acting as a key representative for the team.
• Work closely alongside the team to understand daily workload, team dynamics, and specialist relationships.
• Collect and analyse feedback from both the team and customers, collaborating with sales managers to resolve any operational challenges.
• Step in to deputise for the Management Lead in their absence when necessary.
• Customer Support & Relationship Management
• Ensure the team consistently delivers high‑quality service standards to all customers.
• Lead continuous improvement initiatives to enhance customer satisfaction and operational efficiency.
• Monitor and assess the quality of customer contact responses, providing constructive feedback to team members to improve service standards and identify training needs.
• Demonstrate proactive problem‑solving skills when managing complex requests and escalations.
• Take ownership of escalated customer complaints, ensuring prompt resolution and preventing further escalation.
• Data & Process Management
• Respond to all customer and commercial emails within 2 hours to maintain efficient communication.
• Strive to resolve customer and commercial queries within an average of 3.5 email exchanges to enhance operational efficiency.
• Manage an average of 30 emails per day while ensuring high‑quality responses.
• Maintain a customer satisfaction rating of 3+ stars by providing accurate and thoughtful responses to customer briefs.
• Achieve a minimum of 95% accuracy in order processing to ensure reliable data management.
• Support and lead by example, providing guidance and monitoring the team’s progress to help them meet their KPIs.
• Ensure effective and consistent communication within the team.
• Provide regular performance reports and feedback to the Management Lead, summarising team progress, customer feedback, and service improvement plans.
• Safeguard data integrity by ensuring audit documents are maintained and that Salesforce client/brand information aligns with industry standards.
• People Management
• Demonstrate strong leadership skills, including conducting one‑on‑one meetings and addressing difficult conversations with professionalism and empathy.
• Identify and support team members’ training needs to foster ongoing personal and professional development.
• Develop and implement proactive processes that add value to customers and enhance the overall service offering.
• Analyse and deliver monthly KPI reports, identifying progress and challenges, and making data‑driven decisions for improvement.
• Provide mentoring and training to upskill and support colleagues in their roles.
• Cultivate a positive team environment by exhibiting excellent soft skills and promoting collaboration.
• Lead by example, setting and maintaining high standards for the team.
• What You’ll Love About This Role
• Think strategically about how to develop the Outdoor Planning function to continuously evolve how we deliver for Global’s customer base.
• Own the right KPIs, tools, training and contact points to excel in your role.
• Keep focused on the end goal and get things done.
• Collaborate with Commercial sales to drive commercial success.
• What Success Looks Like
• In the first few months, you will have
• Ensured consistent satisfaction among customer and commercial teams, fostering strong, positive relationships.
• Gained a thorough understanding of all tasks and responsibilities within the team, as well as each team member’s strengths and development opportunities.

You will also have a tailored training plan in place where needed.

• Established an effective team communication structure, including regular 1:1s and weekly meetings.
• Made significant progress in building relationships with key stakeholders and customers.
• Identified and initiated priority improvement initiatives that enhance team and service performance.
• Developed a detailed understanding of the business challenges, as well as the improvements needed within your team to deliver outstanding customer service.
• Clearly communicated expectations to your team and provided the support needed for them to achieve their goals.
• Actively supported your line manager in driving change, building a high‑performing team, and cultivating a culture of cohesion, collaboration, and continuous improvement.
• What You Will Need
• Previous customer‑facing or Contact Centre customer service role experience for a minimum of 2 years.
• Ability to manage change effectively.
• Solution driven and confident in making decisions independently.
• Highly organised, able to multitask and meet deadlines/service level KPIs.
• Lead by example; self‑motivated and the ability to motivate and inspire others up to management level.
• Experience in Outdoor advertising and working with Specialists is essential.
• Experience of managing a small team of people is desirable.
• Flexible and adaptable to work in a fast‑paced, changing environment.
• Can‑do attitude.
• Experience of working in a high‑paced environment & communicating clearly at all levels.
• Customer focused with great customer service skills.
• Excellent communication skills and confident dealing with people.
• Ability to work collaboratively with colleagues to achieve goals.
• An understanding and ability to produce reports.
• Proficient in Microsoft Office applications.
• This role requires a minimum office attendance of three days per week. Specific office days may be determined based on business needs and team collaboration requirements.
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