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- Tasks: Lead a dynamic call centre team and ensure top-notch customer service.
- Company: Join Saltire Facilities Management, a leading property services provider in the UK.
- Benefits: Enjoy a competitive salary, professional development, and a supportive work culture.
- Why this job: Make a real impact in a fast-paced environment while developing your leadership skills.
- Qualifications: Previous experience in a supervisory role and strong communication skills required.
- Other info: Be part of a growing organisation focused on sustainability and community service.
The predicted salary is between 30000 - 42000 £ per year.
Shift Rotation: 4 on, 4 off, 10am-8:30pm, or 11am – 9:30pm
At Saltire Facilities Management, we deliver service excellence through strong leadership, accountability and teamwork. We are looking for a proactive and driven Customer Service Team Leader to lead our Call Centre team. This role is responsible for the day‑to‑day operational management of the department, ensuring performance targets are met, service standards remain high, and our customers receive a consistently excellent experience. You will play a key role in coaching and developing team members, improving processes, and ensuring operational efficiency across the function.
Key Responsibilities- Leadership & Team Development
- Coach, mentor and develop team members to enhance skills and performance
- Support ongoing training to ensure full understanding of processes and systems
- Conduct regular one‑to‑ones, performance reviews and development conversations
- Carry out return‑to‑work interviews in line with company policy
- Manage holiday requests and staff rota planning
- Operational Management
- Oversee the daily, weekly and monthly running of the call centre
- Monitor call statistics and performance metrics, taking action where required
- Ensure quality monitoring of calls is completed consistently and to standard
- Conduct daily, weekly and monthly checks on operational spreadsheets and reports
- Pull and distribute open job reports to relevant teams
- Liaise with operational supervisors regarding manpower and resource planning
- Customer Experience & Performance
- Ensure a high standard of customer service is delivered at all times
- Handle escalated complaints from clients, tenants and customers professionally and efficiently
- Drive accountability within the team to ensure tasks are completed accurately and on time
- Support the review and improvement of processes to increase efficiency and collaboration
- Reporting & Compliance
- Produce weekly and monthly client reports
- Monitor team compliance with company procedures and service level agreements
- Ensure operational standards align with business objectives
- Previous experience in a Customer Service Team Leader or supervisory role
- Strong leadership and coaching ability
- Experience working in a fast‑paced call centre environment
- Excellent communication and problem‑solving skills
- Confident analysing data and performance metrics
- Highly organised with strong attention to detail
- Ability to manage competing priorities and maintain high standards under pressure
- A supportive leadership team and collaborative culture
- Opportunities for professional development
- Competitive salary and benefits package
- A fast‑paced, growing organisation where your contribution makes a real impact
If you are a motivated leader who thrives in a performance‑driven environment and is passionate about delivering outstanding customer service, we would love to hear from you.
About Saltire: Saltire Facilities Management is one of the UK’s largest property services providers, working with dozens of public sector organisations to serve more than 120,000 social housing tenants and private homeowners. Specialising in Renewable’s, Gas Services, and Electrical Works, Saltire helps clients decarbonise their housing stock and meet zero‑carbon obligations. Additionally, Saltire serves over 7,000 private homeowners by installing high‑quality boilers, providing comprehensive service plans, and offering finance options to ensure safe and warm homes.
Bellshill Customer Service Team Leader in London employer: Saltire Facilities Management Ltd
Contact Detail:
Saltire Facilities Management Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Bellshill Customer Service Team Leader in London
✨Tip Number 1
Get to know the company inside out! Research Saltire Facilities Management, their values, and what they stand for. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Prepare for common interview questions related to leadership and customer service. Think about your past experiences and how they align with the role of a Customer Service Team Leader. We want you to shine!
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insights into the company culture and even give you tips on how to ace your interview. Plus, it shows initiative!
✨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 Saltire and ready to take on the challenge of leading a fantastic team.
We think you need these skills to ace Bellshill Customer Service Team Leader in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your leadership and customer service experience, as well as any relevant metrics you've achieved in previous roles.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're the perfect fit for the Customer Service Team Leader role. Share specific examples of how you've led teams and improved processes in the past, and don't forget to show your passion for delivering excellent customer service!
Showcase Your Problem-Solving Skills: In your application, give us a glimpse of your problem-solving abilities. Mention situations where you've handled escalated complaints or improved team performance, as this will demonstrate your capability to thrive in a fast-paced environment.
Apply Through Our Website: We encourage you to apply directly through our website. This way, we can easily track your application and ensure it gets the attention it deserves. Plus, it shows you're proactive and keen to join our team!
How to prepare for a job interview at Saltire Facilities Management Ltd
✨Know the Company Inside Out
Before your interview, take some time to research Saltire Facilities Management. Understand their values, services, and recent projects. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Leadership Skills
As a Customer Service Team Leader, you'll need to demonstrate strong leadership abilities. Prepare examples from your past experiences where you've successfully coached or developed team members, handled escalated complaints, or improved processes. Be ready to discuss how you can bring that experience to Saltire.
✨Be Data Savvy
Since the role involves monitoring call statistics and performance metrics, brush up on your data analysis skills. Be prepared to discuss how you've used data to drive improvements in customer service or operational efficiency in previous roles.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving and decision-making skills. Think about situations where you've had to manage competing priorities or maintain high standards under pressure. Practising your responses will help you feel more confident during the interview.