Customer Service Team Leader

Salary

£34056

Job Purpose

We’re looking for a passionate and experienced people leader to guide, support and inspire a team of around 14 Customer Engagement Advisors.

In this role, you’ll be at the heart of how we deliver brilliant customer experiences at Stagecoach. Your team will be speaking to customers every day across phone, email, SMS and social media – helping people get the support they need, when they need it.

Your leadership will set the tone. You’ll create an environment where your team feels supported, trusted and motivated to deliver exceptional service – treating every customer as an individual and aiming to resolve queries right first time.

This is a hands-on leadership role where you’ll combine coaching, performance management, and operational oversight with genuine care for your people and customers.

We’re looking for someone with proven experience leading teams in a contact centre or fast-paced customer service environment, who knows what “good” looks like – and is driven to make it even better.

What you’ll be doing

As a Team Leader, you’ll play a key role in shaping both the customer experience and the team culture. You’ll:

Lead and inspire your team

• Lead a team of Customer Engagement Advisors to deliver consistently brilliant customer outcomes
• Create a positive, inclusive and high-energy environment where people can do their best work
• Be a visible, supportive leader who motivates through coaching, feedback and recognition

Build a high-performing culture

• Set clear expectations and help your team understand how their work makes a difference
• Use 1:1s, coaching and informal conversations to support development and performance
• Confidently manage both high performance and underperformance in a fair and supportive way
• Recognise and celebrate great work and positive behaviours

Deliver excellent customer outcomes

• Ensure your team delivers strong performance across all channels – voice and digital
• Support first-time resolution and continuous improvement in customer experience
• Use quality monitoring and case reviews to improve standards and consistency

Drive insight and improvement

• Work closely with regional operational teams to resolve issues and improve outcomes
• Identify trends and recurring customer issues and share insights with senior leaders
• Contribute to wider service improvements that make things easier for future customers

Be a key part of the wider business

• Build strong working relationships across operations, support teams and stakeholders
• Contribute to engagement initiatives and site projects
• Help embed a culture of continuous improvement and shared ownership

Working pattern

• 37.5 hours per week
• Shift-based rota covering 08:00 – 18:00, Monday to Sunday (5 days out of 7 on a 5-week rotating pattern)
• Shifts are provided in advance
• Some flexibility may be required depending on business needs (within working time regulations)

What we’re looking for

We’re particularly interested in people who bring real leadership experience and a strong track record of developing teams in a contact centre or customer service environment.

Essential experience & skills

• Proven experience leading teams in a contact centre or multi-channel customer service environment
• Strong understanding of contact centre KPIs and performance management
• Experience coaching, developing and motivating teams to achieve high performance
• Confident managing both informal coaching and formal performance processes
• Strong absence and conduct management skills
• Ability to work across multiple channels (voice and digital) in a fast-paced environment

Leadership qualities we value

• A genuine passion for leading and developing people
• Strong communication skills – able to influence, engage and inspire
• A clear understanding of what makes a high-performing team
• Confidence in handling difficult conversations with fairness and integrity
• A proactive, solutions-focused mindset
• Commitment to creating a positive, respectful and inclusive team culture

Nice to have

• Experience working in extended trading hours / 7-day operations
• Exposure to continuous improvement or change projects

What success looks like

Success in this role isn’t just about hitting metrics – it’s about:

• A team that feels supported, valued and motivated
• Customers who feel listened to and cared for
• Strong, consistent service performance across all channels
• A culture where people take ownership, improve, and grow
• Real insight that helps improve the wider customer experience

Our culture

At Stagecoach, we believe great service starts with great people leadership. We want this to be a place where people feel proud to work, supported to grow, and empowered to make a difference every day.

As a Team Leader, you’ll play a key role in making that happen.

Stagecoach is proudly an inclusive employer, striving for a culture where everyone can be themselves and where all the differences people bring are truly appreciated. We welcome applications from all, irrespective of gender, ethnicity, race, religion, beliefs, disability, neurodiversity, sexual orientation, or age.

Location:

Stagecoach Group Head Office 10 Dunkeld Road Perth PH1 5TW