Customer Experience Team Leader - National Accounts

Overview

Managing a team of direct reports, providing day-to-day leadership, coaching, support, and training to ensure the highest standards of performance.

• Conduct regular one-to-ones, performance reviews, and development conversations with team members
• Manage productivity, quality standards, and service levels to meet agreed KPIs and SLAs
• Support recruitment, onboarding, and retention of team members
• Conduct return-to-work meetings and manage absence in line with company policies
• Participate in strategic customer meetings and manage high-level escalations with diplomacy and expert resolution skills
• Cultivate strong, collaborative partnerships with key stakeholders across the business, including Heads of Departments and senior leadership
• Foster cross-functional collaboration with teams and departments to ensure seamless, integrated service delivery
• Flexibility and willingness to travel to other Veolia sites or customer locations as required to support business needs

• Proven experience in a customer service leadership or supervisory role with a track record of managing and developing teams
• Ability to analyse data and reports to identify trends, issues, and opportunities for improvement
• Customer-focused mindset with experience handling escalations and complex customer situations
• Experience supporting recruitment, onboarding, and retention initiatives

• Exceptional communication and interpersonal skills
• Proficiency in using Google Office Applications
• NVQ Level 3 in Customer Services or Leadership & Management (or equivalent)
• 5 GCSEs grade C or above, including Maths and English (or equivalent)

• 25 days of annual leave
• Facilities parking and subsidised lunch
• Access to our company pension scheme
• Discounts on groceries and well-known retailers
• Resources to support physical, mental and financial health
• One paid day of leave each year to volunteer and support your community
• Ongoing training and development opportunities

Hours:

40 hours per week, Monday - Saturday, including a minimum of 2 Bank Holidays per year

We are committed to a diverse and inclusive workplace. As a Disability Confident Employer, we offer adjustments where reasonable and appropriate and provide an interview to applicants with a disability or long-term condition who opt-in to the Disability Confident scheme and meet the minimum criteria for our roles. We promote fair treatment without discrimination and strive for an inclusive environment where everyone can thrive.