Customer Team Leader – Tier 1 Operations

Customer Team Leader Tier 1 Operations

Salary: Band D 34101

Location: Swindon

This is an exciting time to join UKSBS as we transform into the UKs leading public sector business services provider. Over the coming years we are evolving into a modern multiplatform digitally enabled organisation reshaping how we deliver services to our customers.

Our Customer Support teams are at the heart of this transformation ensuring every interaction is professional clear and efficient. We are committed to delivering easytouse services that put customer needs first and support a consistently highquality experience.

The Tier 1 Operations function plays a critical role in delivering firstline support across HR Payroll Finance Procurement and Training Administration services. As a Team Leader you will manage several small teams ensuring customers receive clear consistent and professional support across all disciplines.

Continuous improvement is central to our approach. A key focus of this role is supporting the transition of work from Tier 1 to Tier 0 (selfservice) by simplifying processes reducing effort and minimising customer touchpoints. You will champion the effective use of systems highquality knowledge content and digital solutions to help deliver a more efficient and seamless customer experience.

The duties of this role will include but are not limited to the following:

• Lead motivate and support multiple small teams across HR Payroll Finance Procurement and Training Admin to deliver consistent highquality customer experience.

• Oversee daytoday operational performance ensuring SLA adherence and effective management of workloads across multiple disciplines.

• Drive the transition of suitable Tier 1 work into Tier 0 (selfservice) by identifying automation opportunities simplifying processes and reducing unnecessary customer touchpoints.

• Analyse service data customer feedback and operational trends to identify efficiency opportunities and implement solutions that improve customer experience.

• Collaborate with internal subject matter experts and digital teams to refine knowledge articles guidance and process flows to support selfservice adoption.

• Act as a customer advocate across all disciplines ensuring their needs are represented in operational decisions and continuous improvement activities.

• Provide coaching mentoring and performance management support to Advisors to build capability ensure consistent standards and develop a culture of ownership and accountability.

• Manage resource planning absence management recruitment skills development and succession planning for your teams.

• Support business change initiatives and project delivery that impact Tier 1 operations representing frontline perspectives.

• Ensure teams respond promptly and effectively to highimpact timecritical queries.

• Build strong collaborative relationships with key stakeholders across the organisation enhancing confidence in Customer Support Services.

• Deputise for the Operations Manager when required

To do this role well you will need to demonstrate the following:

• Proven experience leading teams in an officebased customer service contact centre shared services or transactional operational environment managing casebased or requestdriven workloads.

• Demonstrable experience overseeing teams working to defined processes service levels (SLAs) quality standards and performance metrics with accountability for outcomes.

• Strong leadership capability with experience coaching developing and performancemanaging employees in a structured professional services setting.

• A customerfocused mindset with experience delivering consistent compliant and rightfirsttime services balancing customer needs with policy and process.

• Ability to analyse management information (MI) workflow data and trend analysis to identify service improvements efficiency gains or demand reduction opportunities.

• Strong digital confidence including daytoday use of Microsoft applications (Outlook Excel Teams SharePoint) and business systems to manage work reporting and communication.

• Excellent written and verbal communication skills with experience producing clear written guidance escalations reports or stakeholder communications.

• Highly organised with experience managing multiple priorities operational deadlines and competing demands in a fastpaced office environment.

• An understanding of business IT systems case management tools or workflow platforms with the ability to adapt to new digital solutions.

• Experience supporting or delivering services within HR Payroll Finance Procurement or Training Administration is desirable.

• Exposure to Shared Services contact centre operations or continuous improvement methodologies (such as Lean or demand reduction) would be advantageous.

• Familiarity with Oracle or similar ERP / enterprise systems is beneficial.

• Experience leading remote or hybrid teams including maintaining engagement performance and communication.

• A Customer Service Leadership or Business Administration qualification would support success in the role.

• GCSElevel education or equivalent.

For additional information a full Job Description and a confidential discussion please contact our Recruitment Team at

We are an inclusive and Disability Confident employer and welcome all applications. Find out more about our equality diversity and inclusion commitments on our website.

Successful candidates may be required to undergo Security Clearance (National Security Vetting) as part of their employment. To meet these standards applicants must normally have lived in the UK for at least the last five years and be able to satisfy background identity and criminal record checks.

UKSBS does not hold a Home Office Sponsor License under the UK Immigration System therefore candidates are required to have eligibility to live and work in the UK prior to applying.

We look forward to hearing from you.

We are UKSBS. We are creating a place where people love to work a culture where we lead we change we deliver and empower our people to be curious take action and add value.