What you will do This is a key managerial role within our Customer Service operation, where you will be responsible, as part of a leadership cohort, for delivering strong governance, driving high performance, and supporting a culture of continuous improvement.You will lead and motivate your team to deliver outstanding service and meet operational KPIs, while supporting colleagues across other functions as needed. You will also play a critical role in enhancing customer experience, addressing underperformance, and driving operational transformation.This position is particularly suited to someone with a background in dispatching or logistics, who is familiar with dispatch methodologies and thrives in a high-pressure environment. We are looking for an experienced Team Leader - ideally with B2B or field-based experience - who can positively influence culture and lead by example.What we offerCompetitive salary25 paid holidays + Bank Holidays and sick payHoliday purchase scheme allowing you to buy up to 15 additional holidays, increasing your annual entitlement to up to 40 daysComprehensive benefits package including pension plan (up to 7% employer contribution match), life assurance, employee assistance program, and referral schemeExtensive product and on-the-job/cross-training opportunities with outstanding resources availableEncouraging and collaborative team environmentCareer development through various career laddersDedication to safety through our Zero Harm policyAccess to business resource groupsTraining on our company valuesHow you will do itLead, engage, and motivate your team to deliver contact centre performance, service levels, and KPIsDrive continuous improvement in customer experience and team performanceTackle underperformance head-on and foster a positive, high-performance cultureEnsure compliance with internal and external standards across operational teamsPositively influence budgetary performance through efficient team managementBuild and maintain strong internal and external stakeholder relationshipsWhat we look forPrevious experience in a contact centre, logistics dispatch or field-based environmentProven experience in leading teams and improving performance through coachingExperience managing shift-based teams across varied hours, including weekends and bank holidaysStrong facilitation skills and ability to lead both small and large groupsConfidence to lead in a fast-paced, evolving environmentRecognised coaching or development qualification (e.g., CIPD, CPD)Experience with LEAN Six Sigma Greenbelt or similar methodologiesExcellent attention to detail and a passion for delivering results#LI-MS2#LI-Onsite