Customer Operations Team Leader

CITB

As a Customer Operations Team Leader, you will lead and supervise the day-to-day delivery of a customer operations team, ensuring that customer contact and processing across multiple channels is undertaken and completed by the team accurately, efficiently and effectively, whilst delivering a positive customer experience.

You will be responsible for the motivation and development of a team of Advisers with the aim to create a great place to work.

You will be responsible for prioritising and making decisions on workflow in order to deliver an excellent customer service meeting contractual or service level obligation.

Role: Customer Operations Team Leader (Transition Team)

Location: Peterborough/Bircham Hybrid (This role is based in Peterborough or Bircham 2-3 days per week). To support Induction and training, this role be required to be onsite for the first month, moving to hybrid working at the discretion of the line manager and based on business requirements

Hours of Work: Full-time (35 hours per week) between CITB's normal operating hours of 08:00 to 18:00 unless otherwise agreed

Contract: 12-month FTC/Secondment

Grade: TL1

Target Salary: £37,312

What You’ll Be Doing

Responsible for leading, motivating and developing a team of customer advisers through effective management and coaching.
Conducting regular one-to-ones, performance reviews, and delivery of relevant training.
Accountable for delivering against team and individual performance targets to optimise productivity and customer experience. This to be delivered through the effective use of resourcing plans in collaboration with the wider Customer Operations team, monitoring daily workflows, implementing best practice and ongoing operational improvements.
Responsible for the team delivery of service quality, compliance and consistency with company standards and external regulatory requirements. This to be delivered through regular and ongoing sample checking, effective feedback and relevant actions to deliver demonstrable qualitative improvements.
Responsible for the effective resolution of escalated issues, queries and complaints.

Essential

Experience of managing operational delivery teams in a customer service or contact centre environment
Experience of leading, coaching, mentoring, developing and motivating teams
Strong communication skills – both verbal and written
Experience in effectively handling customer queries and complaints
Experience in a role where a detailed understanding of operational delivery processes is required
Demonstrable knowledge and effective use of Microsoft applications

Desirable

A recognised customer service qualification
Experience of working in a continuous improvement environment
Experience of CRM applications
Working within a regulated environment
Broad understanding of the construction industry

Special Conditions / Other Requirements

Basic DBS check (Bircham)

Comply with CITB working arrangements policy

Ability to travel to other CITB locations, and occasional wider travel as required

For full details, please refer to the Role Profile

What You’ll Get in Return

25 days holiday + bank holidays + 3 days Christmas shutdown
Generous pension scheme (up to 9% employer contribution)
Life assurance (4x salary)
Free onsite parking
Free onsite Gym (Bircham only)
Free onsite lunch and subsidised Costa Coffee (Bircham only)
2 paid volunteering days per year
24/7 GP Services
Professional development & funded training qualifications

Why Join CITB?

CITB has a clear purpose — to support the construction industry to have the skilled, competent, and inclusive workforce it needs, now and in the future.

Customers are at the heart of everything we do, and our culture of collaboration and empowerment means we work across the industry, and with partners, to deliver positive outcomes with impact. We’re focused on addressing the industry's most pressing challenges — from meeting current demand, to preparing for future skills needs.

Closing Date

Please note that we reserve the right to close the vacancy prior to the stated closing date. Applications will be reviewed on an ongoing basis; therefore, early applications are encouraged to avoid disappointment.

Safer Recruitment

CITB is committed to safeguarding and promoting the welfare of vulnerable adults, children and young people. Candidates must be willing to undergo the requisite pre-employment vetting checks and procedures, including checks with past employers and the Disclosure and Barring Service. A Basic DBS check is required for this post.

During the shortlisting process, CITB may consider carrying out an online search on shortlisted candidates as part of its due diligence.

Work Location: In person