Customer Service Team Leader

**Customer Service Centre Team Leader** --------------------------------------- **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 * A passion for delivering brilliant customer experiences * Strong communication and interpersonal skills * Calm, confident problem-solving abilities—even under pressure * A flexible, organised approach and the ability to manage multiple priorities If you’re ready to lead from the front, inspire others, and make a genuine impact for our customers, **we want to hear from you. Apply today and become part of the Arriva family!**