Customer Service Team Leader – Out of Hours

About the role

The Customer Service Team Leader (Out of Hours) will oversee the night shift contact centre, ensuring efficient workflow, timely dispatch of engineers and high service standards. The role runs Monday‑Friday from 17:00 to 02:30, with flexible start and finish times, and requires strong people‑management and dispatch planning skills.

Key responsibilities

• Coordinate nightly operations, enforce call‑centre policies and ensure compliance with global processes.
• Manage team performance, monitor KPIs/SLA adherence and resolve daily issues.
• Lead people management activities such as target setting, PDPs, IDPs and performance reviews.
• Maintain accurate scheduling and dispatch of engineers to meet client expectations.
• Handle call and email workload when required and support continuous improvement of tools and processes.

Required profile

• Proven people‑management experience, able to motivate and develop a team.
• Background in a busy contact‑centre environment, preferably with dispatch planning exposure.
• Strong communication, organisational and complaint‑handling abilities.

Required skills

• Microsoft Word
• Microsoft Excel
• Microsoft Outlook
• SAP
• CRM systems
• Salesforce

What we offer

• Competitive salary and performance bonus.
• 25 days holiday plus additional bank holidays and a paid volunteering day.
• Pension scheme, private medical, dental insurance and PDI.
• Hybrid working, GymFlex membership, Cycle‑to‑Work scheme and wellbeing support.