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Customer Service Team Leader
Arriva
Luton, GBR
Full-time
Mid
Onsite
GBP 27400-27400 yearly / year
Discovered 1 weeks ago
Free
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Location
- Luton Head Office Hours: Monday to Friday – rotating shifts (08:00–16:00 one week, 10:00–18:00 the next) Salary: £28,900 per annum + opportunity for overtime Benefits: Free bus pass, great career development and progression
- Are you a natural leader with a passion for delivering brilliant customer service? Do you thrive in a busy, fast-paced environment where every day is different? If so, we’d love you to join us at Arriva as our next Customer Service Centre Team Leader in Luton.
- In this role, you’ll lead, coach, and empower a team of customer service advisors who support millions of bus customers across the UK. You’ll be the driving force behind a high-performing team—helping them deliver exceptional service, solve problems, resolve complaints, and create consistently positive experiences.
- Guided by Arriva’s values of Doing the Right Thing, Caring Passionately, and Making a Difference , you’ll shape a culture built on empathy, accountability, and continuous improvement.
What You’ll Be Doing
Lead & Inspire: Motivate and manage a team of customer service advisors to deliver outstanding service.
Coach & Develop: Support your team with regular feedback, training, and development to help them shine.
Drive Performance: Monitor KPIs, quality, and productivity to keep standards high.
Champion Customer Experience: Ensure queries and complaints are resolved quickly, effectively, and with genuine care.
Problem-Solve: Create a proactive, solution-focused environment where challenges are resolved confidently.
Live Our Values: Role-model the Arriva approach—always putting customers first.
Collaborate: Work closely with colleagues across the business to support continuous improvement and innovation.
What We’re Looking For
Experience leading or coaching a team in a customer service, contact centre, or similar fast-paced environment
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