Job Description
The Team Leader oversees the customer service team handling initial client interactions for the business. The role ensures prompt and efficient service delivery, maintains high standards of customer care, and is accountable for the team’s performance and contribution to business success.
Responsibilities
* Lead and motivate the customer service team to deliver exceptional client experiences.
* Ensure all customer interactions meet agreed service levels and standards.
* Handle escalated client queries and resolve issues promptly and professionally.
* Monitor inboxes, calls, and workflows to maintain smooth daily operations.
* Track team KPIs and performance, using data to identify and drive improvements.
* Conduct regular 1:1s, team huddles, and performance reviews to support development.
* Produce and review service and performance reports for management.
* Maintain accurate records in CRM systems and oversee data quality projects.
* Support onboarding, training, and communication across the team.
* Collaborate with the Operations Director and wider business to enhance service delivery.
The above is not an exhaustive list as this role requires the employee to be flexible as the requirements change.
Qualifications
Essential Skills & Experience
* Proven experience within a call centre and/or customer-facing role, internally or externally
* Experience in managing or team leading a customer service team
* Strong communication skills with the ability to engage at all levels
* Outstanding customer service and customer care skills
* Ability to problem-solve and resolve conflicts effectively
* Ability to multi-task and work under pressure
* High attention to detail and strong time management
* Experience using service management systems and Microsoft applications
* Ability to use multiple systems simultaneously
* A collaborative and open approach to individual and team workload
* Ability to build strong working relationships across the service team
* Skilled in monitoring performance metrics and driving continuous improvement
* Experience managing performance through data and KPIs
* Commitment to continuous learning and team development
* 5 year checkable history
Additional Information
It’s great to see you’re considering a career with us here at Securitas Technology! You're one step away from joining our global team of over 375,000 professionals.
Why Choose Securitas Technology?
At Securitas Technology, we are on a mission to make the world a safer place, driven by our core values of Integrity, Vigilance, and Helpfulness. We foster empowerment, innovation, and growth, offering industry-leading training and career development opportunities.
What You Can Expect
Applying for a new role can be exciting yet daunting. Our dedicated Recruitment Team carefully reviews every application, and we appreciate your patience. Need support? We’re here to help—just drop us an email.
Diversity & Inclusion: Be Yourself at Securitas
We are an all-inclusive employer, embracing individuality and diversity as key to our success. Our belonging strategy focuses on:
* Career Growth: Clear pathways from apprenticeships to leadership programs.
* Inclusive Leadership: A culture of respect, transparency, and collaboration.
* Fair Pay & Benefits: Competitive, equitable compensation and benefits.
Our Commitment to You
We support our workforce through initiatives such as:
* Employee Networks – Safe spaces to connect and influence policies for change.
* Race at Work Charter & Armed Forces Covenant – Supporting equality and inclusion.
* Disability Confident Employer – Ensuring accessibility with our Reasonable Adjustment Passport. With our Level 2 Disability Confident Employer Certification - We commit to guaranteeing an interview to anyone who discloses a disability at screening, providing they live within the location requirements.
* Health & Well-being Programs – Mental health support and workplace wellness.
* Neurodiversity Top Employer Certification – Leading inclusivity for neurodivergent individuals.
We celebrate diversity year-round with events like BSL Week, International Women’s Day, PRIDE, and Black History Month and so much more!
Take the Next Step
Join us and be part of a team that values you. Click ‘Apply Now’ and start your career with Securitas UK today!