Customer Service Team Leader
| Posting date: | 30 March 2026 |
|---|---|
| Salary: | £30,900 per year |
| Hours: | Full time |
| Closing date: | 29 April 2026 |
| Location: | Slough, Home Counties, SL36EY |
| Company: | M Group Services |
| Job type: | Permanent |
| Job reference: | 59570426 |
Summary
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 will you 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 Demand management and network infrastructure team. We look after 60 million meters and our teams provide advanced metering solutions to help manage demand for essential suppliers.
Want to be a part of it?
What will you be doing?
Day to day you'll lead, motivate, and develop a team of Customer Service Advisors (CSAs) to deliver outstanding customer experiences whilst making sure day-to-day operational effectiveness of the contact centre, proactively identifying and resolving issues.
You'll produce, analyse, and interpret operational and customer data using telephony & CRM systems and Excel; build and maintain dashboards to track key performance indicators.
We'll need you to prepare and deliver reports and presentations for internal and external stakeholders using PowerPoint along with attending weekly client meetings, presenting departmental performance, insights, and recommendations.
You'll monitor and manage team performance against contractual SLAs, KPIs, and customer satisfaction metrics and oversee call quality monitoring, coaching, and performance management to drive continuous improvement.
We'll need you to support implementation of new processes and best practices across contracts as well as demonstrating flexibility to support multiple contracts and adapt to changing business requirements.
You'll also ensure accurate data entry and compliance with administrative and clerical processes.
This is a hybrid role with a minimum of 2 days in the office per week. Your working pattern will be an average of 45 hours a week, Monday-Friday shifts between 8am and 8pm, and one Saturday in every four weeks, between 8am-1pm. Overtime will be at an agreed rate.
What you’ll bring
- Do you have proven experience in a Team Leader or management role within a contact centre or customer service environment?
- Have you got strong knowledge of customer service principles and practices?
- Do you have excellent Excel skills, including data analysis and visualisation?
- Are you proficient in PowerPoint for professional presentations?
- Do you have effective communication skills, with the ability to present confidently to clients and senior stakeholders?
- Have you got proven experience working in a contractor/client relationship environment?
- Are you someone who has strong administration and organisational skills and has the ability to build rapport and motivate teams?
- Are you flexible and adaptable, able to move between contracts and support diverse client needs?
What’s in it for you?
We offer a range of benefits designed to support your life in and out of work, some of which include;
- 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
- Recommend a friend – get rewarded for introducing people to us!
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!
- Private Healthcare - single cover
- 25 days annual leave plus bank holidays
- Discretionary bonus scheme
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 will you 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 Demand management and network infrastructure team. We look after 60 million meters and our teams provide advanced metering solutions to help manage demand for essential suppliers.
Want to be a part of it?
What will you be doing?
Day to day you'll lead, motivate, and develop a team of Customer Service Advisors (CSAs) to deliver outstanding customer experiences whilst making sure day-to-day operational effectiveness of the contact centre, proactively identifying and resolving issues.
You'll produce, analyse, and interpret operational and customer data using telephony & CRM systems and Excel; build and maintain dashboards to track key performance indicators.
We'll need you to prepare and deliver reports and presentations for internal and external stakeholders using PowerPoint along with attending weekly client meetings, presenting departmental performance, insights, and recommendations.
You'll monitor and manage team performance against contractual SLAs, KPIs, and customer satisfaction metrics and oversee call quality monitoring, coaching, and performance management to drive continuous improvement.
We'll need you to support implementation of new processes and best practices across contracts as well as demonstrating flexibility to support multiple contracts and adapt to changing business requirements.
You'll also ensure accurate data entry and compliance with administrative and clerical processes.
This is a hybrid role with a minimum of 2 days in the office per week. Your working pattern will be an average of 45 hours a week, Monday-Friday shifts between 8am and 8pm, and one Saturday in every four weeks, between 8am-1pm. Overtime will be at an agreed rate.
What you’ll bring
- Do you have proven experience in a Team Leader or management role within a contact centre or customer service environment?
- Have you got strong knowledge of customer service principles and practices?
- Do you have excellent Excel skills, including data analysis and visualisation?
- Are you proficient in PowerPoint for professional presentations?
- Do you have effective communication skills, with the ability to present confidently to clients and senior stakeholders?
- Have you got proven experience working in a contractor/client relationship environment?
- Are you someone who has strong administration and organisational skills and has the ability to build rapport and motivate teams?
- Are you flexible and adaptable, able to move between contracts and support diverse client needs?
What’s in it for you?
We offer a range of benefits designed to support your life in and out of work, some of which include;
- 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
- Recommend a friend – get rewarded for introducing people to us!
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!
- Private Healthcare - single cover
- 25 days annual leave plus bank holidays
- Discretionary bonus scheme
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