At a Glance
- Tasks: Lead a dynamic team to enhance customer experiences and drive service excellence.
- Company: Join a forward-thinking company focused on electric mobility and customer satisfaction.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for personal growth.
- Why this job: Make a real impact in a fast-paced environment while leading a passionate team.
- Qualifications: 2+ years in customer service with strong leadership and communication skills.
- Other info: Be part of a supportive culture that values integrity and collaboration.
The predicted salary is between 36000 - 60000 £ per year.
We are looking for a Team Leader to join our Customer Engagement Centre and help us put customers first in every interaction. You will guide a talented team, raise the bar for service quality and ensure a smooth, hassle‑free experience throughout the customer journey. If you care about electric mobility, enjoy modern technology and want to contribute to meaningful change, this is your chance to make a direct impact.
Working closely with our Contact Centre Manager and the wider Customer Engagement team, you will foster a supportive, performance‑driven culture that delivers the finest levels of customer service. This position is based at our Bicester office and follows a hybrid model with a minimum of three days per week onsite. We believe that both in‑person collaboration and individual focus time matter, and we will support you to do your best work.
Responsibilities
- Lead and coach a team of Customer Engagement Advisors and Senior Advisors, building a positive, high‑performing culture.
- Own daily operations, including scheduling, briefings, motivation and regular one‑to‑ones.
- Partner with the Training and Quality Specialist to drive performance management, QA sessions, coaching and development.
- Safeguard service excellence and handle customer escalations when appropriate, building professional, long‑term relationships.
- Drive commercial outcomes by meeting SLA, KPI and target commitments across the customer journey, and promote knowledge sharing and best practice with central teams.
Qualifications
- Success here takes integrity, kindness and commitment, plus a customer‑first mindset.
- You take initiative, meet deadlines and thrive in a fast‑paced, dynamic environment.
- You enjoy leading people, balancing multiple stakeholder needs and using data and feedback to improve how the team works.
- You bring a can‑do attitude, a collaborative approach and confidence as a people manager.
- 2+ years of frontline customer service experience, giving you a deep understanding of customer needs and expectations.
- Hands‑on experience with complaints and escalations, enabling you to resolve complex cases calmly and effectively.
- Experience managing, coaching and developing people from diverse backgrounds, to lift individual and team performance.
- Excellent written and verbal communication, to brief, coach and influence clearly across teams and levels.
- Confidence with CRM and support tools such as Salesforce, VIDA and TIE, plus solid Excel and PowerPoint skills, to monitor KPIs and drive improvements.
If the above matches your ambitions, please apply. Our selection process is ongoing, and the advert will remain open until filled.
Team Leader, Customer Engagement Centre (12‑month maternity cover) in Banbury employer: Polestar
Contact Detail:
Polestar Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Team Leader, Customer Engagement Centre (12‑month maternity cover) in Banbury
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for a Team Leader role, and who knows? They might just have the perfect opportunity for you.
✨Tip Number 2
Prepare for those interviews by practising common questions. Think about how you’d lead a team or handle customer escalations. We want you to shine, so rehearse your answers and get comfortable with your examples!
✨Tip Number 3
Show your passion for electric mobility and customer service during interviews. Share your experiences and how they align with our mission. We love candidates who are genuinely excited about making a difference!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our Customer Engagement Centre team.
We think you need these skills to ace Team Leader, Customer Engagement Centre (12‑month maternity cover) in Banbury
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Team Leader role. Highlight your experience in customer service and leadership, showing how you can help us put customers first in every interaction.
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you've improved service quality or led a team to success. We love seeing numbers and results that demonstrate your impact!
Be Authentic: Let your personality shine through in your application. We’re looking for someone with integrity and kindness, so don’t be afraid to show us who you are and why you care about electric mobility.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. It’s the easiest way for us to see your application and get you on the path to joining our team!
How to prepare for a job interview at Polestar
✨Know Your Customer Engagement
Make sure you understand the ins and outs of customer engagement. Research the company’s approach to customer service and think about how you can contribute to their mission of putting customers first. Be ready to share examples from your past experiences that demonstrate your commitment to excellent service.
✨Showcase Your Leadership Skills
As a Team Leader, you'll need to inspire and motivate your team. Prepare to discuss your leadership style and provide specific examples of how you've successfully managed and developed teams in the past. Think about how you can foster a positive, high-performing culture and be ready to share your strategies.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills, especially around handling escalations and complaints. Prepare some scenarios where you’ve turned a negative customer experience into a positive one. This will show your ability to remain calm under pressure and your commitment to service excellence.
✨Familiarise Yourself with Tools and Metrics
Since the role involves using CRM tools like Salesforce and monitoring KPIs, brush up on your knowledge of these systems. Be prepared to discuss how you’ve used data to drive improvements in customer service in previous roles. This will demonstrate your analytical skills and your ability to leverage technology for better outcomes.
