Customer Service Team Leader
| Dyddiad hysbysebu: | 16 Chwefror 2026 |
|---|---|
| Cyflog: | £34,000 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 18 Mawrth 2026 |
| Lleoliad: | Slough, Home Counties, SL36EY |
| Cwmni: | M Group Services |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 59203343 |
Crynodeb
About The Role
Right across infrastructure, there’s a requirement to not only maintain, but also renew and reimagine. Whatever stage you’re at in your career, with us you’ll have an opportunity to grow and develop. Delivering essential infrastructure services for life, while being safety first, and client and customer centric in a friendly, fun and respectful environment where you are encouraged to thrive.
Where you’ll be working?
We help our clients safeguard the water supply, improve environmental performance and manage demand for future generations. We enhance and extend asset life, ensuring compliance with water quality and environmental standards. We’re problem solvers with over 140 years of combined experience in engineering and infrastructure.
This role will be within our water and wastewater capital project delivery team. Our teams deliver large-scale capital programmes aimed at keeping water infrastructure resilient for the long-term while protecting the environment.
We welcome experienced leaders from all sectors who are passionate about customer service and team development.
If you’re ready to lead with purpose, drive positive change, and make a real impact, we’d love to hear from you.
Want to be apart of it?
What you'll be doing?
You’ll be leading, motivating, and developing a team of Customer Service Advisors to deliver excellent customer experiences across multiple contracts, while ensuring the contact centre runs effectively day‑to‑day and proactively resolving any operational issues.
You’ll be producing, analysing, and interpreting operational and customer data using telephony systems, CRM tools, and Excel, and you’ll be building and maintaining dashboards, reports, and presentations for internal and external stakeholders.
We'll need you to attend weekly client meetings to present performance, insights, and recommendations, and you’ll be monitoring team performance against SLAs, KPIs, and customer satisfaction measures.
You’ll be overseeing call quality monitoring, coaching, and performance management to drive continuous improvement, and supporting the rollout of new processes and best practices across contracts.
You’ll be demonstrating flexibility to support multiple contracts, ensuring accurate data entry and compliance with administrative processes, and carrying out any other duties reasonably required within the role.
what you'll bring?
- Do you have proven experience in a Team Leader or management role within a contact centre or customer service environment?
- Do you have strong knowledge of customer service principles and practices?
- Have you got excellent Excel skills, including data analysis and visualisation?
- Are you someone who is proficient in using PowerPoint for creating professional presentations?
- Do you have effective communication skills, with the ability to present confidently to clients and senior stakeholders?
- Are you great at working within a contractor/client relationship environment?
- Do you have the flexibility and adaptability to move between contracts and support diverse client needs
We offer a range of benefits designed to support your life in and out of work, some of which include;
- Matched or contributory pension scheme
- Online GP service, 24 hours a day, 365 days a year
- Employee assistance programme
- My Rewards portal, access to 1000’s of retail discounts
- Life assurance
- Cycle to work, salary finance and give as you earn schemes
- Enhanced maternity, paternity leave and adoption leave
- Reward and recognition scheme
In addition, this role offers;
- Health Care Cash Plan, giving you the ability to claim back medical expenses for things like dental, eyecare and physiotherapy and much more!
- Discretionary bonus scheme
- 25 days annual leave plus bank holidays
- Recommend a friend – get rewarded for introducing people to us!
About us
We want to be an employer of choice and a great place to work, attracting diverse and talented people, who join us and make a difference. We’re one of the Top 100 UK companies actively supporting and recruiting army veterans. Our ENABLE inclusion networks bring together people who have a shared passion, to help create an environment where everyone belongs.
Our values help to shape our culture and how we work with one another. We recruit with these values in mind, to ensure your aspirations, and ways of working, align with ours.
- We’re responsible and go further for our people, clients, communities and the planet
- We’re open and seek new and better ways of exceeding expectations
- We’re together and as one team; the whole is greater than the sum of the parts
- We’re ambitious and embrace opportunity, to lead essential infrastructure services for life
Whether you’re a trainee, apprentice or graduate, or progressing through your career, our people benefit from industry recognised programmes, training and development.
It’s an exceptional time to be a part of M Group.
Please note: Occasionally, job adverts might be closed before the stated closing date. Do apply as soon as possible to ensure your application is considered.
For certain roles, successful candidates will be subject to 3rd party background checks as part of the hiring process. Some roles require drug and alcohol testing as part of induction and onboarding.
#MGroupW
Right across infrastructure, there’s a requirement to not only maintain, but also renew and reimagine. Whatever stage you’re at in your career, with us you’ll have an opportunity to grow and develop. Delivering essential infrastructure services for life, while being safety first, and client and customer centric in a friendly, fun and respectful environment where you are encouraged to thrive.
Where you’ll be working?
We help our clients safeguard the water supply, improve environmental performance and manage demand for future generations. We enhance and extend asset life, ensuring compliance with water quality and environmental standards. We’re problem solvers with over 140 years of combined experience in engineering and infrastructure.
This role will be within our water and wastewater capital project delivery team. Our teams deliver large-scale capital programmes aimed at keeping water infrastructure resilient for the long-term while protecting the environment.
We welcome experienced leaders from all sectors who are passionate about customer service and team development.
If you’re ready to lead with purpose, drive positive change, and make a real impact, we’d love to hear from you.
Want to be apart of it?
What you'll be doing?
You’ll be leading, motivating, and developing a team of Customer Service Advisors to deliver excellent customer experiences across multiple contracts, while ensuring the contact centre runs effectively day‑to‑day and proactively resolving any operational issues.
You’ll be producing, analysing, and interpreting operational and customer data using telephony systems, CRM tools, and Excel, and you’ll be building and maintaining dashboards, reports, and presentations for internal and external stakeholders.
We'll need you to attend weekly client meetings to present performance, insights, and recommendations, and you’ll be monitoring team performance against SLAs, KPIs, and customer satisfaction measures.
You’ll be overseeing call quality monitoring, coaching, and performance management to drive continuous improvement, and supporting the rollout of new processes and best practices across contracts.
You’ll be demonstrating flexibility to support multiple contracts, ensuring accurate data entry and compliance with administrative processes, and carrying out any other duties reasonably required within the role.
what you'll bring?
- Do you have proven experience in a Team Leader or management role within a contact centre or customer service environment?
- Do you have strong knowledge of customer service principles and practices?
- Have you got excellent Excel skills, including data analysis and visualisation?
- Are you someone who is proficient in using PowerPoint for creating professional presentations?
- Do you have effective communication skills, with the ability to present confidently to clients and senior stakeholders?
- Are you great at working within a contractor/client relationship environment?
- Do you have the flexibility and adaptability to move between contracts and support diverse client needs
We offer a range of benefits designed to support your life in and out of work, some of which include;
- Matched or contributory pension scheme
- Online GP service, 24 hours a day, 365 days a year
- Employee assistance programme
- My Rewards portal, access to 1000’s of retail discounts
- Life assurance
- Cycle to work, salary finance and give as you earn schemes
- Enhanced maternity, paternity leave and adoption leave
- Reward and recognition scheme
In addition, this role offers;
- Health Care Cash Plan, giving you the ability to claim back medical expenses for things like dental, eyecare and physiotherapy and much more!
- Discretionary bonus scheme
- 25 days annual leave plus bank holidays
- Recommend a friend – get rewarded for introducing people to us!
About us
We want to be an employer of choice and a great place to work, attracting diverse and talented people, who join us and make a difference. We’re one of the Top 100 UK companies actively supporting and recruiting army veterans. Our ENABLE inclusion networks bring together people who have a shared passion, to help create an environment where everyone belongs.
Our values help to shape our culture and how we work with one another. We recruit with these values in mind, to ensure your aspirations, and ways of working, align with ours.
- We’re responsible and go further for our people, clients, communities and the planet
- We’re open and seek new and better ways of exceeding expectations
- We’re together and as one team; the whole is greater than the sum of the parts
- We’re ambitious and embrace opportunity, to lead essential infrastructure services for life
Whether you’re a trainee, apprentice or graduate, or progressing through your career, our people benefit from industry recognised programmes, training and development.
It’s an exceptional time to be a part of M Group.
Please note: Occasionally, job adverts might be closed before the stated closing date. Do apply as soon as possible to ensure your application is considered.
For certain roles, successful candidates will be subject to 3rd party background checks as part of the hiring process. Some roles require drug and alcohol testing as part of induction and onboarding.
#MGroupW