Customer Service Team Leader

Serving our customers, communities, and planet a little better every day.

Location: Newcastle.
Office Attendance: Office based at Q8 Building, Quorum Business Park, Longbenton, NE12 8BU
. Shift Pattern: 9‑week rotating shift pattern between 08:00 and 20:00 weekdays and 09:00 and 14:00 weekend. Across the rotation you’ll work two Saturday shifts and one Sunday shift, averaging 36 hours per week.
Starting Salary: From £38,000 plus competitive benefits.
Closing Date: 26 June 2026 at 5pm.

• Take care of c.12 colleagues to ensure they can provide exceptional service and build a strong team.
• Motivate and develop colleagues based on their individual needs.
• Ensure service to customers meets expectations.
• Look for opportunities to continually improve support for customers and colleagues.
• Ensure colleagues follow policy and processes, meeting quality expectations.
• Embed and develop a positive culture across teams.
• Review and understand customers’ needs and how we meet them daily.

• Customer service and leadership experience.
• Experience managing and coaching a team, giving honest and constructive feedback.
• Proven track record of delivering excellent customer service.
• Evidence of supporting and developing self and others.
• Strong communication skills, customer‑focused.
• Excellent time management.
• Continuous improvement mindset; drive process improvements.
• Experience completing risk assessments and quality measures.
• Ability to learn new systems and processes.

• Colleague pension scheme.
• Virtual GP Service for you and your family 365 days a year.
• Performance‑related annual bonus.
• Generous holiday allowance (minimum 7.2 weeks, with option to buy more).
• Colleague Clubcard with 10% discount increasing to 15% on each payday; second card for someone else.
• Family‑oriented initiatives: enhanced maternity leave pay, shared parental leave policy, 8‑week paid paternity leave.
• Learning and training opportunities to help you achieve career goals.
• Buy‑as‑you‑Earn and Save‑as‑you‑Earn share schemes.

We welcome all colleagues, celebrate diversity, and aim to build an inclusive workplace.