Outdoor Planning and Service Team Leader in City of Westminster

Job Description

At Global, we think big, work hard, and never stand still.

We're the proud home of the best media and entertainment, driven by our talented and passionate people.

Our Mission?

To make everyone's day brighter - our Globallers, our audiences, our partners, and our communities.

Whether we're in the studio, building world‑class technology, or securing record Outdoor advertising partnerships, we make sure we're doing it as a team.

Your Role: Outdoor Planning and Service Team Leader

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 customer's 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
• Ensure your team is high performing and meets the following expectations:
• 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

Big: Think strategically about how to develop the Outdoor Planning function to continuously evolve how we deliver for Global's customer base.

Own it: Always ensure the teams have the right KPIs, tools, training and contact points to excel in their roles.

Accepting applications until: 5August2026.

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