Customer Experience Team Leader - National Accounts

Posting date:	14 November 2025
Hours:	Full time
Closing date:	14 December 2025
Location:	Warrington, Cheshire, WA3 6FW
Company:	Veolia
Job type:	Contract
Job reference:	JR27097_1763110282

Summary

Team Leader - National Accounts Customer Experience Team



Salary: Competitive salary plus Veolia Benefits

Location: Birchwood Park, Warrington

Contract Type: 12-month secondment

Hours: 40 hours per week Monday - Saturday, including a minimum of 2 Bank Holidays per year



About the Role

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 know that everyone here at Veolia can help us work alongside our communities, look after the environment, and contribute to our inclusive culture.



We're currently seeking an exceptional Team Leader to join our Customer Experience Team on an exciting 12-month secondment opportunity. For the right candidate, this role offers the potential to transition into a permanent position, providing an excellent pathway for career progression within Veolia.

This is a pivotal leadership role responsible for managing, coaching, supporting, and training a team of direct reports to the highest standard, while working collaboratively within the wider Customer Experience function as one unified team.



What will you be doing? The difference you'll make:

As a Team Leader, you will be accountable for leading, developing, and inspiring your team to deliver exceptional results while maintaining responsibility for customer outcomes, contact performance, and team engagement. This comprehensive leadership role encompasses the full spectrum of people management - from celebrating team achievements and fostering professional growth to navigating complex performance conversations and driving continuous improvement.



People Leadership & Team Management:

• Managing a team of direct reports, providing day-to-day leadership, coaching, support, and training to ensure the highest standards of performance
• Conducting regular one-to-ones, performance reviews, and development conversations with team members
• Managing performance effectively, including having challenging conversations and implementing performance improvement plans when necessary
• Supporting recruitment, onboarding, and retention of team members
• Identifying training needs and coordinating development opportunities for your team
• Conducting return-to-work meetings and managing absence in line with company policies
• Leading by example and demonstrating the behaviours and standards expected within the team
• Fostering a culture of continuous improvement, collaboration, and customer-first thinking

Contact & Performance Management:

• Accessing and analysing daily reports to monitor team and individual performance
• Managing productivity, quality standards, and service levels to meet agreed KPIs and SLAs
• Ensuring contractual commitments are met and exceeded wherever possible
• Monitoring real-time performance, including call volumes, wait times, and service levels
• Supporting resource planning and ensuring adequate coverage across all shifts
• Identifying trends, issues, and opportunities for improvement through data analysis
• Implementing process improvements to enhance customer experience and operational efficiency

Customer Accountability & Stakeholder Management:

• Owning the customer experience for all interactions managed by the team, ensuring consistent excellence across every touchpoint
• Leading performance accountability for both your designated sector and the wider department, driving results that align with agreed KPIs, SLAs, and contractual obligations
• Championing the voice of the customer at all levels within Veolia, proactively escalating concerns and advocating for customer-centric solutions
• Representing the Customer Experience Team with professionalism and authority in all customer-facing communications
• Participating in strategic customer meetings and managing high-level escalations with diplomacy and expert resolution skills
• Cultivating strong, collaborative partnerships with key stakeholders across the business, including Heads of Departments and senior leadership
• Demonstrating agility and accountability in meeting the evolving demands of a dynamic and growing customer base
• Fostering cross-functional collaboration with teams and departments to ensure seamless, integrated service delivery
• Collaborating with fellow Team Leaders to challenge the status quo and drive collective excellence, refusing to accept 'good enough' and instead pursuing continuous improvement through mutual support, shared accountability, and a unified commitment to exceptional delivery across the entire department

Sustainability, Engagement & Culture:

• Championing sustainability initiatives within the office, including increasing recycling output
• Organising and supporting team engagement events to boost morale and create a positive working environment
• Driving employee engagement and retention through effective leadership and team-building activities
• Attracting, retaining, and coaching new team members to support continuous team development
• Creating an inclusive, supportive culture where team members can thrive and reach their full potential

What we're looking for:

This role requires strong leadership capabilities, excellent people management skills, and the ability to balance multiple priorities across team development, operational performance, and customer outcomes. You'll need to be comfortable with both the rewarding and challenging aspects of leadership, from celebrating successes to managing difficult performance conversations.



Life at Veolia is known for being fast-paced, diverse, and full of challenges, so adaptability, resilience, and collaborative leadership are absolutely essential.



Our must-haves. What you'll bring:

• Proven experience in a customer service leadership or supervisory role with a track record of managing and developing teams
• Demonstrated people management experience including conducting one-to-ones, performance reviews, and performance management
• Experience having challenging conversations and managing performance improvement processes with professionalism and empathy
• Strong coaching and mentoring abilities with a passion for developing others and building high-performing teams
• Excellent leadership skills with the ability to motivate, inspire, and hold team members accountable
• Experience managing operational metrics, including productivity, quality, and service levels
• Ability to analyse data and reports to identify trends, issues, and opportunities for improvement
• Strong stakeholder management skills with the ability to work effectively with Heads of Departments and senior leaders
• Customer-focused mindset with experience handling escalations and complex customer situations
• Exceptional communication and interpersonal skills with the ability to adapt your style to different audiences
• Strong organisational and planning skills to manage competing priorities and ensure team coverage
• Proactive, solution-focused approach with the ability to implement process improvements
• Experience supporting recruitment, onboarding, and retention initiatives
• Passion for sustainability, employee engagement, and creating a positive team culture
• Ability to remain calm under pressure and make sound decisions in challenging situations
• Proficiency in using Google Office Applications and the ability to learn new systems quickly
• Understanding of business finance, customer profitability, and commercial awareness
• Relevant qualifications such as NVQ Level 3 in Customer Services or Leadership & Management (or equivalent)
• At least 5 GCSEs grade C or above, including Maths and English (or equivalent)
• Flexibility and willingness to travel to other Veolia sites or customer locations as and when required to support business needs
• Right to work in the UK

This is an excellent opportunity for an experienced leader or someone ready to step up from a Senior Advisor role into full people management responsibility. You'll receive ongoing support and development to grow your leadership capabilities while delivering exceptional results for customers, your team, and the business.

Sound good? We can't wait to hear from you!



What we can offer you:

• 25 days of annual leave
• Facilities parking and subsidised lunch
• Access to our company pension scheme
• 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 day's leave every year to volunteer and support your community
• Ongoing training and development opportunities, allowing you to reach your full potential

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.