Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer service and drive performance.
- Company: Join a forward-thinking company dedicated to continuous improvement and customer satisfaction.
- 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 development.
- Qualifications: Experience in contact centres or logistics, with proven leadership and coaching skills required.
- Other info: Opportunity for extensive training and access to business resource groups.
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
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 LEAN Six Sigma methodologies, as this role values continuous improvement. Consider taking a short online course or reading up on best practices to demonstrate your commitment to operational excellence.
✨Tip Number 2
Highlight your experience in managing shift-based teams, especially in high-pressure environments. Be ready to share specific examples of how you've successfully led teams during busy periods and maintained performance levels.
✨Tip Number 3
Prepare to discuss your coaching techniques and how you've previously tackled underperformance within your team. Think of concrete instances where your leadership made a positive impact on team dynamics and results.
✨Tip Number 4
Build a solid understanding of the company's values and culture. During your interactions, reflect these values in your communication style and approach, showing that you are not only a fit for the role but also for the company as a whole.
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 thrived in high-pressure situations.
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.
✨Highlight Your Experience in High-Pressure Environments
Given the fast-paced nature of this role, be ready to discuss your experience in high-pressure situations. Share specific instances where you thrived under pressure and how you managed to maintain service levels and team morale.
✨Discuss Continuous Improvement Initiatives
The company values continuous improvement, so come prepared with examples of initiatives you've implemented that enhanced customer experience or team performance. This shows your proactive approach and commitment to excellence.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to tackle underperformance. Think about potential challenges you might face in this role and how you would address them effectively.
