Customer Service

7 days ago

Manchester, United Kingdom Johnson Controls Full time

**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 offer**
- Competitive salary
- 25 paid holidays + Bank Holidays and sick pay
- Holiday purchase scheme allowing you to buy up to 15 additional holidays, increasing your annual entitlement to up to 40 days
- Comprehensive benefits package including pension plan (up to 7% employer contribution match), life assurance, employee assistance program, and referral scheme
- Extensive product and on-the-job/cross-training opportunities with outstanding resources available
- Encouraging and collaborative team environment
- Career development through various career ladders
- Dedication to safety through our Zero Harm policy
- Access to business resource groups
- Training on our company values

**How you will do it**
- Lead, engage, and motivate your team to deliver contact centre performance, service levels, and KPIs
- Drive continuous improvement in customer experience and team performance
- Tackle underperformance head-on and foster a positive, high-performance culture
- Ensure compliance with internal and external standards across operational teams
- Positively influence budgetary performance through efficient team management
- Build and maintain strong internal and external stakeholder relationships

**What we look for**
- Previous experience in a contact centre, logistics dispatch or field-based environment
- Proven experience in leading teams and improving performance through coaching
- Experience managing shift-based teams across varied hours, including weekends and bank holidays
- Strong facilitation skills and ability to lead both small and large groups
- Confidence to lead in a fast-paced, evolving environment
- Recognised coaching or development qualification (e.g., CIPD, CPD)
- Experience with LEAN Six Sigma Greenbelt or similar methodologies
- Excellent attention to detail and a passion for delivering results

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