Serving our customers, communities, and planet a little better every day.
Customer Service Team Leader | Permanent
Location: Newcastle. Office Attendance: Office based at Q8 Building, Quorum Business Park, Longbenton, NE12 8BU. Shift Pattern: 9‑week rotating shift pattern between 08:00 and 20:00 weekdays and 09:00 and 14:00 weekend. Across the rotation you’ll work two Saturday shifts and one Sunday shift, averaging 36 hours per week. Starting Salary: From £38,000 plus competitive benefits. Closing Date: 26 June 2026 at 5pm.
The Role
* Take care of c.12 colleagues to ensure they can provide exceptional service and build a strong team.
* Motivate and develop colleagues based on their individual needs.
* Ensure service to customers meets expectations.
* Look for opportunities to continually improve support for customers and colleagues.
* Ensure colleagues follow policy and processes, meeting quality expectations.
* Embed and develop a positive culture across teams.
* Review and understand customers’ needs and how we meet them daily.
Required Experience and Skills
* Customer service and leadership experience.
* Experience managing and coaching a team, giving honest and constructive feedback.
* Proven track record of delivering excellent customer service.
* Evidence of supporting and developing self and others.
* Strong communication skills, customer‑focused.
* Excellent time management.
* Continuous improvement mindset; drive process improvements.
* Experience completing risk assessments and quality measures.
* Ability to learn new systems and processes.
Benefits
* Colleague pension scheme.
* Virtual GP Service for you and your family 365 days a year.
* Performance‑related annual bonus.
* Generous holiday allowance (minimum 7.2 weeks, with option to buy more).
* Colleague Clubcard with 10% discount increasing to 15% on each payday; second card for someone else.
* Family‑oriented initiatives: enhanced maternity leave pay, shared parental leave policy, 8‑week paid paternity leave.
* Learning and training opportunities to help you achieve career goals.
* Buy‑as‑you‑Earn and Save‑as‑you‑Earn share schemes.
Inclusivity
We welcome all colleagues, celebrate diversity, and aim to build an inclusive workplace.
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