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Customer Service Team LeaderArriva Group · Luton Bus Depot
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Arriva Group

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Customer Service Team Leader

🗓️ Posted 2026-09-03 Luton Bus Depot Hybrid Customer Service Call Centre
💰 Salary 2,408 GBP/mo (28,900 GBP/yr) 📊 Market 2,000 GBP–2,700 GBP/mo

About the Company

Arriva is guided by values of Doing the Right Thing, Caring Passionately, and Making a Difference, shaping a culture built on empathy, accountability, and continuous improvement.

Responsibilities

  • ● Motivate and manage a team of customer service advisors to deliver outstanding service.
  • ● Support your team with regular feedback, training, and development to help them shine.
  • ● Monitor KPIs, quality, and productivity to keep standards high.
  • ● Ensure queries and complaints are resolved quickly, effectively, and with genuine care.
  • ● Create a proactive, solution-focused environment where challenges are resolved confidently.
  • ● Role-model the Arriva approach-always putting customers first.
  • ● Work closely with colleagues across the business to support continuous improvement and innovation.

Requirements

  • ● 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

Benefits

  • ● Free bus pass
  • ● Great career development and progression
  • ● Opportunity for overtime
  • ● Salary of 28,900 per annum