Customer Experience Team Leader

Multi-skilled Customer Experience - Team Leader

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…