Customer Service Team Leader | Aldershot (Aldershot, Hampshire, GB, GU11 2AA)

Serco
United Kingdom
Workplace: OnsiteFull timeGBP 32,000+ annuallyFunction: Customer Support (Service Desk)Skills: ["Leadership","Coaching","Communication","Organisation","Problem-solving"]

Lead the Accommodation team’s customer service operations in Aldershot, ensuring families receive seamless, responsive, high-quality resolutions. Motivate, coach, and develop your team, manage workflow, resources, and attendance, and oversee escalations and complex queries. Drive continuous improvement using KPIs, quality assurance, and stakeholder reviews, while proactively managing jeopardy cases and identifying recurring customer pain points across the wider business.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Serco
Serco
3 days ago

Customer Service Team Leader | Aldershot (Aldershot, Hampshire, GB, GU11 2AA)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Lead the Accommodation team’s customer service operations in Aldershot, ensuring families receive seamless, responsive, high-quality resolutions. Motivate, coach, and develop your team, manage workflow, resources, and attendance, and oversee escalations and complex queries. Drive continuous improvement using KPIs, quality assurance, and stakeholder reviews, while proactively managing jeopardy cases and identifying recurring customer pain points across the wider business.
Location: United Kingdom
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead from the front to create a culture of ownership, accountability, collaboration, and continuous improvement.
  • •Oversee day-to-day team organisation, managing workflow, resources, and attendance to maintain operational efficiency and quality standards.
  • •Manage complex queries and escalated complaints, ensuring timely, satisfactory customer resolutions.
  • •Monitor and analyse KPIs to identify development needs, address skills gaps, and drive continuous improvement.
  • •Identify recurring customer pain points, run stakeholder and case reviews, and proactively manage jeopardy cases (particularly those exceeding 30 days).

Pay and Benefits

Salary: GBP 32,000 annually
Perks:Pension SchemeAnnual LeaveVolunteer LeaveLife AssuranceOnsite ParkingEmployee AssistanceEye TestsHealth InsuranceEmployee Referral

Key Requirements

  • •Previous leadership experience is essential, with a proven ability to motivate, support and develop a team to achieve performance objectives.
  • •Experience within a customer service or contact centre environment, with a genuine passion for delivering an outstanding customer experience.
  • •Ability to think on your feet, adapt to changing priorities, and confidently tackle challenges.
  • •Experience implementing continuous improvement initiatives or innovative solutions would be beneficial.
  • •Strong organisation and prioritisation skills, with confidence using Microsoft Office packages.
Skills:LeadershipCoachingCommunicationOrganisationProblem-solving
Tech Stack:Microsoft Office

Company Brief

Serco
Provides public services across defence, transport, health, justice, immigration and citizen services, delivering operations, consultancy and managed services to governments and commercial clients worldwide.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Hook, United Kingdom
Founded: 1929
WebsiteLinkedIn