Customer Operations Team Lead in Inverness

Are you a natural communicator who loves helping people? As our Customer Operations Team Lead for the Customer Service team, you will play a key hands-on leadership role within a fast-paced contact centre environment. You will be both a leader and an active operational contributor, ensuring high-quality customer service while directly supporting day-to-day service delivery.

Our Customer Service team is the first point of contact for customers, and every call is an opportunity to make a difference. You will ensure customers receive the right help, at the right time, delivered with empathy, accuracy, and efficiency.

In addition to leading quality and performance standards, you will be expected to actively participate in frontline activity, including answering calls and handling customer queries in line with service demand, particularly during peak periods, staff shortages, or operational pressures. You will take ownership of service quality through regular call audits and quality control checks, ensuring all customer interactions are compliant, accurate, and customer-centred.

You will monitor team and individual KPIs, including call answer rates, response times, booking accuracy, productivity, and customer feedback, using insight and data to drive continuous improvement and maintain high performance standards. Using your experience in KPI management and coaching, you will create a supportive and accountable culture where staff feel well-trained, confident, and motivated to deliver excellent service.

From onboarding new starters and developing existing team members, to resolving complex or escalated customer issues, you will be a steady, visible presence that keeps operations running smoothly while continuously raising the bar for quality and customer experience.

What You’ll Be Doing

• Lead, motivate, and support the contact centre team to deliver consistent, high-quality, customer-focused service.
• Actively support day-to-day operations, including answering customer calls and handling enquiries in line with demand and operational need.
• Take ownership of service quality by conducting regular call audits and workflow checks to ensure accuracy, compliance, and excellent customer interactions.
• Produce and maintain daily, weekly, monthly, and quarterly performance reports tracking call quality, KPIs, and operational trends.
• Monitor and manage KPIs including call handling times, abandonment rates, ticket volumes, booking accuracy, productivity, and customer satisfaction.
• Provide regular coaching, feedback, and performance support.
• Train, onboard, and upskill new starters and existing team members on systems, processes, and customer communication standards.
• Foster a positive, accountable culture where staff feel supported, confident, and clear on expectations.
• Resolve complex customer enquiries, complaints, and escalations efficiently and professionally.
• Support staff during periods of high demand or pressure, acting as an escalation point when required.
• Identify trends, risks, and improvement opportunities, implementing changes to workflows and service delivery.
• Collaborate with key stakeholders to ensure smooth communication, aligned processes, and consistent standards.
• Promote continuous improvement, quality assurance, and compliance across all customer service activity.

What You’ll Need

• A customer-first mindset and a passion for creating positive experiences.
• Previous experience as a team leader in a customer-facing role (retail, hospitality, office-based, or similar).
• Strong teamwork skills — you’ll be part of a small, supportive team working towards shared goals.
• Flexibility to work a full-time shift which includes some early evening finishes (8pm) and with occasional Saturdays 9–5.

At HBNL, our mission is to bridge the digital divide by providing future-proofed, ultra-fast fibre broadband to underserved, rural communities across Scotland. We put people at the heart of everything we do, providing a dynamic, supportive environment where customer centricity is championed. That’s why our customers love our product, rating us Excellent on Trustpilot. We’ve undertaken significant growth, but we’ve got big plans to do more. Join us to help shape the future of rural broadband in Scotland.

Hours: 10% Discretionary Bonus, Subsidised Gym Membership, 32 Days Holiday, On Call Payments, 5% Enhanced Employer Pension Contribution.