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For Companies 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: Hybrid working model, supportive culture, and opportunities for personal growth.
- Why this job: Make a real impact in customer service while embracing modern technology.
- Qualifications: 2+ years in customer service, strong leadership skills, and a passion for helping others.
- Other info: Ongoing selection process; apply now to be part of an exciting journey!
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 the day‑to‑day success of the Customer Engagement Centre and keep the customer at the heart of every decision.
- 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
- 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) 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)
✨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 lead for you.
✨Tip Number 2
Prepare for those interviews by practising common questions. Think about how you’d handle customer escalations or motivate your team. We want you to shine, so get comfortable with your answers!
✨Tip Number 3
Show off your passion for electric mobility and customer service during interviews. Share stories that highlight your experience and how you’ve put customers first. It’s all about making that connection!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. 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)
Some tips for your application 🫡
Show Your Passion for Customer Service: When writing your application, let us see your enthusiasm for putting customers first. Share specific examples of how you've gone above and beyond in previous roles to enhance customer experiences.
Tailor Your Application: Make sure to customise your CV and cover letter to highlight the skills and experiences that align with the Team Leader role. We want to see how your background fits our needs, so don’t be shy about showcasing relevant achievements!
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your qualifications at a glance.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity. We can’t wait to hear from you!
How to prepare for a job interview at Polestar
✨Know Your Customer Engagement Inside Out
Before the interview, make sure you understand the key responsibilities of the Team Leader role. Familiarise yourself with customer engagement strategies and think about how you can apply your frontline experience to lead a team effectively.
✨Showcase Your Leadership Style
Be prepared to discuss your approach to coaching and developing team members. Think of specific examples where you've successfully motivated a team or handled escalations. This will demonstrate your capability to foster a high-performing culture.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle customer complaints. Prepare scenarios from your past experiences where you resolved complex issues calmly and effectively, highlighting your customer-first mindset.
✨Demonstrate Your Data Savvy
Since the role involves monitoring KPIs and driving improvements, be ready to discuss your experience with CRM tools like Salesforce and your proficiency in Excel. Share how you've used data to enhance service quality and meet targets in previous roles.
