Customer Experience Team Leader | Dinnington | Permanent
Make every customer feel like your only customer - and help your team do the same.
Safetykleen is looking for a Customer Experience Team Leader to lead our high-energy, tele-based Customer Service team in Dinnington. You'll coach and motivate the team that handles inbound calls, emails and live chat, ensuring every customer interaction is fast, professional and genuinely customer-first.
This role is pivotal to putting customers at the heart of our business - protecting accounts, strengthening retention, reducing risk, and resolving issues before they escalate. You'll also be the key link between the team and internal stakeholders to keep service seamless end-to-end.
If you love developing people, raising the bar on service, and creating a positive, performance-driven culture - you'll thrive here.
Why you'll love it
Worklife balance: Monday to Friday, no weekends, day shifts only
Salary £31,000
Healthcare from day 1 + 5% pension + 3x life assurance
25 days' holiday + bank holidays
Events, celebrations & prizes; employee recognition and referral schemes
Enhanced maternity & paternity pay; enhanced sick pay
Wellbeing perks: EAP 24/7 helpline, corporate discounts, Virgin Active & Gymflex offers, Tastecard, retailer discounts, cycle to work
Free parking
Real growth: access to internal and external courses; clear progression based on performance
What you'll do
Lead and energise the team
Set the standard for service excellence - ensuring customer expectations are met at a minimum, and exceeded wherever possible.
Create a positive, productive working environment using trust, gamification and motivational leadership.
Run daily morning stand-ups to align priorities, share wins, and set the tone.
Plan workloads and delegate across inbound/outbound calls, emails and live chat to keep service responsive.
Coach, develop and drive performance
Deliver regular coaching and feedback sessions to support development and raise service quality.
Provide daily side-by-side support including call listening and live coaching.
Set and clearly communicate SMART goals, tracking performance and supporting improvement.
Run monthly 1:1s and team meetings focused on performance, engagement and wellbeing.
Own escalations, complaints and account risk
Be the first point of contact for complaints and escalations from the team.
Proactively monitor complaints and risk cases through to resolution - keeping customers informed and outcomes tight.
Keep systems, data and communication flowing
Ensure customer interactions are recorded accurately and consistently in the CRM.
Maintain customer account information so it reflects the latest requirements and activity.
Use business systems for data input, work order creation and basic analysis to spot trends and improvement opportunities.
Act as a key conduit between the team and internal stakeholders (managers, account managers, credit control) to ensure swift, efficient service delivery.
Support team operations
Manage sickness and absence in line with policy, including return-to-work meetings.
Support hiring, onboarding and training of new team members.
About you
You're a customer-obsessed people leader who knows how to balance pace with quality. You bring energy, consistency and structure - and you're at your best when you're coaching others to perform and grow.
You have experience leading, coaching or supervising in a customer service/contact centre environment.
You're confident planning workloads across multiple channels and keeping SLAs and standards on track.
You're calm, fair and decisive when handling escalations and complaints.
You know how to build motivation and accountability - creating a team culture people want to be part of.
You're organised, detail-focused and comfortable working with CRM systems and operational processes.
You communicate clearly with customers and stakeholders and enjoy being the link that makes things happen.
About Us
Imagine working for a company where your role actually matters for the planet.
We're Safetykleen - a world leader with over 50 years' experience across 15 countries, empowering global businesses to keep their critical operations safer and
kleener . We deliver parts-cleaning solutions that help customers lower energy consumption and operate more responsibly for the environment.
?? A culture built on Respect and Winning Together
?? Work that contributes to a cleaner planet
And while we operate on a global scale, the real power of our business lives in our local teams.
Our people and customers' are the heart of our mission.
#INDHP
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