At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer service and drive operational excellence.
- Company: Join Veolia, a leader in ecological transformation and a top-rated workplace.
- Benefits: Enjoy competitive salary, 25 days leave, discounts, and wellness support.
- Other info: Be part of a diverse team committed to making a difference for future generations.
- Why this job: Make a real impact while developing your leadership skills in a supportive environment.
- Qualifications: 2+ years of leadership experience in customer service and a passion for team development.
Salary: Competitive salary plus Veolia Benefits
Location: Birchwood Park, Warrington
Hours: 40 hours per week, Monday - Saturday, including a minimum of 2 Bank Holidays per year
Contract Type: 12 Month FTC
When you see the world as we do, you see the chance to help the world take better care of its resources, and help it become a better place for everyone. It’s why we’re looking for someone who’s just as committed as we are, to push for genuine change and bring our ambition of Ecological Transformation to life.
We’re seeking an experienced Team Leader to join our dynamic Customer Experience department, supporting our National Account customers. This is a versatile leadership role offering the opportunity to develop expertise across all four key service areas, ensuring operational flexibility and comprehensive business understanding. You’ll lead by example, mentor your team, and work hands-on across all areas to ensure seamless service delivery.
If you’re passionate about delivering outstanding customer service, have proven leadership experience, and thrive in an environment where you can develop your team while staying involved in day-to-day operations, then we think you could be a perfect fit.
What we can offer you:
- 25 days of annual leave
- Access to our company pension scheme
- Stream - Employee financial well being support: early access to your earned pay, savings, budgeting, financial coaching & rewards
- Discounts on everything from groceries to well known retailers
- Access to a range of resources to support your physical, mental and financial health; so you can lean on us whenever you need to
- One paid days leave every year to volunteer and support your community
- Ongoing training and development opportunities, allowing you to reach your full potential
What you will be doing:
As a Team Leader, you’ll combine strategic leadership with hands-on involvement across our four service areas:
Leading Your Team:
- Motivating and developing a high-performing team of Customer Experience Advisors
- Conducting regular one-to-ones, performance reviews, and providing constructive feedback
- Identifying training and development opportunities to support team growth
- Setting clear performance expectations and supporting team members to succeed
- Creating a positive, collaborative team culture
- Managing scheduling, workload distribution, and resource allocation
Operational Support Across All Areas:
- Front-Line Customer Contact: Handling customer interactions via various contact channels; delivering effective resolutions and putting customers first
- Administration: Processing data changes, configuring new services, maintaining customer records, and conducting quality assurance checks
- Invoice, Debt & Disputes: Supporting the invoicing process, investigating customer queries, and managing billing disputes professionally
- Purchase Invoice Validation: Validating subcontractor charges, cross-referencing invoices, and supporting reconciliation processes
Driving Excellence:
- Monitoring team performance against KPIs and identifying improvement opportunities
- Ensuring compliance with data protection regulations and internal policies
- Supporting complex customer issues and queries
- Contributing to process improvements and sharing best practices
- Communicating effectively with senior management on team performance and opportunities
What we’re looking for:
Your Experience:
- Proven experience leading and developing teams in a customer service or operations environment (minimum 2 years)
- Relevant qualifications such as NVQ Level 3 in Customer Services or equivalent
Your Skills & Qualities:
- Strong coaching and mentoring abilities with genuine passion for developing people
- Exceptional adaptability and willingness to work across multiple service areas
- Meticulous attention to detail, particularly with data, billing, and financial information
- Excellent communication skills across all channels
- Proactive, solution-focused mindset with a can-do attitude
- Strong planning and organisational skills to manage competing priorities
- Comfortable navigating multiple systems and quick to learn new technology
- Basic understanding of business finance and billing processes (or eagerness to learn)
- Proficient in Google Office Applications
What’s next?
Apply today, so we can make a difference for generations to come. We’re proud to have been named as one of The Sunday Times Best Places to Work for three consecutive years in 2023, 2024 and 2025. This consistent recognition reflects our commitment to our people, demonstrating that Veolia is not just transforming the environment, we’re also transforming what it means to have a rewarding, purposeful career.
We’re dedicated to supporting you throughout your application journey, offering adjustments where reasonable and appropriate. As a proud Disability Confident Employer, we will offer an interview to applicants with a disability or long-term condition who opt-in to the Disability Confident scheme, and meet the minimum criteria for our roles. We’re also committed to ensuring that all applicants and colleagues receive fair treatment without discrimination on any grounds, aiming to create a diverse and inclusive workplace where everyone can thrive.
Customer Experience Team Leader in Warrington employer: Veolia
As an Employee Relations Specialist at Veolia, you will join a forward-thinking company that prioritises sustainability and employee well-being. With competitive salaries, comprehensive benefits, and a supportive work culture, Veolia fosters professional growth and development while making a positive impact on the environment. Working predominantly in the North West of the UK, you'll have the opportunity to engage with diverse operational sites and contribute to meaningful initiatives that benefit both employees and the community.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Team Leader in Warrington
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Veolia. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Veolia before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Team Leader in Warrington
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Veolia:Your cover letter is your chance to shine! Tell us why you want to work at Veolia specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Veolia!
How to prepare for a job interview at Veolia
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
