Customer Service Team Leader

Dyddiad hysbysebu:	06 Mawrth 2026
Cyflog:	£32,000 bob blwyddyn
Oriau:	Llawn Amser
Dyddiad cau:	05 Ebrill 2026
Lleoliad:	ML4 3PE
Gweithio o bell:	Ar y safle yn unig
Cwmni:	Saltire Facilities Management
Math o swydd:	Parhaol
Cyfeirnod swydd:	CSTLMar26-67060

Crynodeb

Customer Service Team Leader

Location: Bellshill
Department: Call Centre
Reporting to: Service Delivery Manager
Contract: Full-Time | Permanent
Salary: 32,000

The Role

At Saltire Facilities Management, we deliver service excellence through strong leadership, accountability and teamwork.

We are looking for a proactive and driven Customer Service Team Leader to lead our Call Centre team. This role is responsible for the day-to-day operational management of the department, ensuring performance targets are met, service standards remain high, and our customers receive a consistently excellent experience.

You will play a key role in coaching and developing team members, improving processes, and ensuring operational efficiency across the function.

Key Responsibilities

Leadership & Team Development

• Coach, mentor and develop team members to enhance skills and performance

  
  

  • Support ongoing training to ensure full understanding of processes and systems

    
    

    • Conduct regular one-to-ones, performance reviews and development conversations

      
      

      • Carry out return-to-work interviews in line with company policy

        
        

        • Manage holiday requests and staff rota planning

          
          

          • Always ensure adequate staffing cover

            
            

            Operational Management

            • Oversee the daily, weekly and monthly running of the call centre

              
              

              • Monitor call statistics and performance metrics, taking action where required

                
                

                • Ensure quality monitoring of calls is completed consistently and to standard

                  
                  

                  • Conduct daily, weekly and monthly checks on operational spreadsheets and reports

                    
                    

                    • Pull and distribute open job reports to relevant teams

                      
                      

                      • Liaise with operational supervisors regarding manpower and resource planning

                        
                        

                        Customer Experience & Performance

                        • Ensure a high standard of customer service is delivered at all times

                          
                          

                          • Handle escalated complaints from clients, tenants and customers professionally and efficiently

                            
                            

                            • Drive accountability within the team to ensure tasks are completed accurately and on time

                              
                              

                              • Support the review and improvement of processes to increase efficiency and collaboration

                                
                                

                                Reporting & Compliance

                                • Produce weekly and monthly client reports

                                  
                                  

                                  • Monitor team compliance with company procedures and service level agreements

                                    
                                    

                                    • Ensure operational standards align with business objectives

                                      
                                      

                                      What We’re Looking For

                                      • Previous experience in a Customer Service Team Leader or supervisory role

                                        
                                        

                                        • Strong leadership and coaching ability

                                          
                                          

                                          • Experience working in a fast-paced call centre environment

                                            
                                            

                                            • Excellent communication and problem-solving skills

                                              
                                              

                                              • Confident analysing data and performance metrics

                                                
                                                

                                                • Highly organised with strong attention to detail

                                                  
                                                  

                                                  • Ability to manage competing priorities and maintain high standards under pressure

                                                    
                                                    

                                                    Why Join Saltire?

                                                    • A supportive leadership team and collaborative culture

                                                      
                                                      

                                                      • Opportunities for professional development

                                                        
                                                        

                                                        • Competitive salary and benefits package

                                                          
                                                          

                                                          • A fast-paced, growing organisation where your contribution makes a real impact

                                                            
                                                            

                                                            If you are a motivated leader who thrives in a performance-driven environment and is passionate about delivering outstanding customer service, we would love to hear from you.

                                                            About Us

                                                            Saltire Facilities Management is one of the UK’s largest property services providers, working with dozens of public sector organisations to serve more than 120,000 social housing tenants and private homeowners. Specialising in Renewable's, Gas Services, and Electrical Works, Saltire helps clients decarbonise their housing stock and meet zero-carbon obligations. Additionally, Saltire serves over 7,000 private homeowners by installing high-quality boilers, providing comprehensive service plans, and offering finance options to ensure safe and warm homes.

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Gwybodaeth am Hyderus o ran Anabledd

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