Customer Service Team Leader

Job description

Location: Luton Head OfficeHours: Monday to Friday – rotating shifts (08:00–16:00 one week, 10:00–18:00 the next)Salary: £27,400 per annum + opportunity for overtimeBenefits: Free bus pass, great career development and progressionAre you a natural leader with a passion for delivering brilliant customer service? Do you thrive in a busy, fast-paced environment where every day is different? If so, we'd love you to join us at Arriva as our next Customer Service Centre Team Leader in Luton.In this role, you'll lead, coach, and empower a team of customer service advisors who support millions of bus customers across the UK. You'll be the driving force behind a high-performing team—helping them deliver exceptional service, solve problems, resolve complaints, and create consistently positive experiences.Guided by Arriva's values of Doing the Right Thing, Caring Passionately, and Making a Difference , you'll shape a culture built on empathy, accountability, and continuous improvement.What You'll Be Doing Lead & Inspire: Motivate and manage a team of customer service advisors to deliver outstanding service.Coach & Develop: Support your team with regular feedback, training, and development to help them shine.Drive Performance: Monitor KPIs, quality, and productivity to keep standards high.Champion Customer Experience: Ensure queries and complaints are resolved quickly, effectively, and with genuine care.Problem-Solve: Create a proactive, solution-focused environment where challenges are resolved confidently.Live Our Values: Role-model the Arriva approach—always putting customers first.Collaborate: Work closely with colleagues across the business to support continuous improvement and innovation.What We're Looking For Experience leading or coaching a team in a customer service, contact centre, or similar fast-paced environmentStrong communication and interpersonal skillsCalm, confident problem-solving abilities—even under pressureA flexible, organised approach and the ability to manage multiple prioritiesIf you're ready to lead from the front, inspire others, and make a genuine impact for our customers, we want to hear from you.Apply today and become part of the Arriva family!

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Extra information

Status

Open

Education Level

Secondary School

Location

Luton

Type of Contract

Full-time jobs

Published at

31-03-2026

Profession type

Management

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English