We’re looking for a passionate and experienced people leader to guide, support and inspire a team of Customer Engagement Advisors. In this role, you’ll be at the heart of how we deliver brilliant customer experiences at Stagecoach. Your team will be speaking to customers every day across phone, email, SMS and social media, helping people get the support they need, when they need it.
Your leadership will set the tone. You’ll create an environment where your team feels supported, trusted and motivated to deliver exceptional service, treating every customer as an individual and aiming to resolve queries right first time. This is a hands‑on leadership role where you’ll combine coaching, performance management, and operational oversight with genuine care for your people and customers.
We’re looking for someone with proven experience leading teams in a contact centre or fast‑paced customer service environment, who knows what “good” looks like, and is driven to make it even better.
What you’ll be doing
* Lead, coach and develop a team of Customer Engagement Advisors, setting clear expectations and managing performance fairly and supportively through 1:1s, feedback and recognition, while fostering a positive and inclusive environment.
* Ensure the team delivers strong performance across voice and digital channels, with a focus on first‑time resolution and consistent quality, using monitoring and case reviews to drive continuous improvement.
* Work closely with operational and support teams to resolve issues, identify trends and share insights with senior leaders, contributing to wider service improvements and a culture of shared ownership.
Working pattern
* 37.5 hours per week
* Shift‑based rota covering 08:00 – 18:00, Monday to Sunday (5 days out of 7 on a 5‑week rotating pattern)
* Shifts are provided in advance
* Some flexibility may be required depending on business needs (within working time regulations)
What we’re looking for
* Proven experience leading teams in a contact centre or multi‑channel customer service environment
* Strong understanding of contact centre KPIs and performance management
* Experience coaching, developing and motivating teams to achieve high performance
* Confident managing both informal coaching and formal performance processes
* Strong absence and conduct management skills
* Ability to work across multiple channels (voice and digital) in a fast‑paced environment
Leadership qualities we value
* A genuine passion for leading and developing people
* Strong communication skills, able to influence, engage and inspire
* A clear understanding of what makes a high‑performing team
* Confidence in handling difficult conversations with fairness and integrity
* A proactive, solutions‑focused mindset
* Commitment to creating a positive, respectful and inclusive team culture
What success looks like
* A team that feels supported, valued and motivated
* Customers who feel listened to and cared for
* Strong, consistent service performance across all channels
* A culture where people take ownership, improve, and grow
* Real insight that helps improve the wider customer experience
Our culture
At Stagecoach, we believe great service starts with great people leadership. We want this to be a place where people feel proud to work, supported to grow, and empowered to make a difference every day. As a Team Leader, you’ll play a key role in making that happen.
Stagecoach is proudly an inclusive employer, striving for a culture where everyone can be themselves and where all the differences people bring are truly appreciated. We welcome applications from all, irrespective of gender, ethnicity, race, religion, beliefs, disability, neurodiversity, sexual orientation, or age.
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