Customer Experience Team Leader

Front-Line Customer Contact: Handling customer interactions via various contact channels; delivering effective resolutions and putting customers first

Administration: Processing data changes, configuring new services, maintaining customer records, and conducting quality assurance checks

Invoice, Debt & Disputes: Supporting the invoicing process, investigating customer queries, and managing billing disputes professionally

Purchase Invoice Validation: Validating subcontractor charges, cross-referencing invoices, and supporting reconciliation processes

Driving Excellence:

Monitoring team performance against KPIs and identifying improvement opportunities

Ensuring compliance with data protection regulations and internal policies

Supporting complex customer issues and queries

Contributing to process improvements and sharing best practices

Communicating effectively with senior management on team performance and opportunities

What we're looking for;

Your Experience:

Proven experience leading and developing teams in a customer service or operations environment (minimum 2 years)

Relevant qualifications such as NVQ Level 3 in Customer Services or equivalent

Your Skills & Qualities:

Strong coaching and mentoring abilities with genuine passion for developing people

Exceptional adaptability and willingness to work across multiple service areas

Meticulous attention to detail, particularly with data, billing, and financial information

Excellent communication skills across all channels

Proactive, solution-focused mindset with a can-do attitude

Strong planning and organisational skills to manage competing priorities

Comfortable navigating multiple systems and quick to learn new technology

Basic understanding of business finance and billing processes (or eagerness to learn)

Proficient in Google Office Applications

What’s next?

Apply today, so we can make a difference for generations to come.

We're proud to have been named as one of The Sunday Times Best Places to Work for three consecutive years in 2023, 2024 and 2025. This consistent recognition reflects our commitment to our people, demonstrating that Veolia is not just transforming the environment, we're also transforming what it means to have a rewarding, purposeful career.

We're dedicated to supporting you throughout your application journey, offering adjustments where reasonable and appropriate. As a proud Disability Confident Employer, we will offer an interview to applicants with a disability or long-term condition who opt-in to the Disability Confident scheme, and meet the minimum criteria for our roles.

We're also committed to ensuring that all applicants and colleagues receive fair treatment without discrimination on any grounds, aiming to create a diverse and inclusive workplace where everyone can thrive.