Job Description - Customer Service Performance Leader (251632)
Salary circa £32,000 per annum plus 34 days leave, and matching pension contributions.
Permanent, full time (37.5 hpw), Monday to Friday, shifts between 8am and 6pm.
Location: One Strawberry Lane, Newcastle upon Tyne.
We cannot offer a CoS for this role.
Home, a place where you belong
We’re proud to be an award‑winning Customer Service Centre. Now we’re looking for aspirational leaders to help us go even further. If you’re ready to make a bigger impact, lead a high‑performing team and shape the future of customer service, this could be your next move.
What you’ll do
* Lead a team of 10‑15 advisors to deliver brilliant service across all channels.
* Track performance, coach colleagues and tackle underperformance early.
* Use data and insight to spot trends and improve service delivery.
* Support voice and digital channels, ensuring our service offer continually improves.
* Build strong relationships across teams and stakeholders to get it right for customers.
We’re passionate about helping our customers and helping our people grow. You’ll get mentoring, coaching and the chance to shape how we work. We’ll support your development and help you reach your potential. Be part of one of the UK’s top 10 Great Places to Work!
You have
* Experience leading inbound/outbound customer service in a busy contact centre.
* Strong performance management and coaching skills.
* Confidence supporting diverse customer needs with empathy and identifying lessons learned/root causes.
* Leadership, contact centre operations or coaching qualifications (or working towards one).
* Experience with omnichannel technology like livechat, WhatsApp, social media and CRM systems.
We work between the hours of 8am to 6pm.
We work on a hybrid basis with a minimum of 2 days per week in our Newcastle upon Tyne office, and the remaining time from home. If you want to attend our offices more frequently, that’s fine too!
What’s in it for you?
* 34 days leave (including bank holidays and a “me day”) and the option to buy 5 more days yearly plus 2 paid volunteering days each year.
* Matching pension contribution (up to 7% and life insurance of 3x basic salary).
* Health cash plan saving you (and your children) £1,140+ each year covering dental, opticians, prescriptions and more.
* 800+ discounts on shops, holidays, days out, tech and more.
* Career path with development and excellent training package.
* Family‑friendly policies including maternity, paternity, adoption, neonatal, fertility and menopause support.
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