Customer Operations Team Leader

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 is 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

Responsibilities

What You’ll Be Doing

• Lead, motivate and develop a team of customer advisers through effective management and coaching.
• Conduct regular one-to-ones, performance reviews, and provide relevant training.
• Accountable for delivering against team and individual performance targets to optimise productivity and customer experience.
• Work with the wider Customer Operations team, monitoring daily workflows, implementing best practice and ongoing operational improvements.
• Ensure service quality, compliance and consistency with company standards and external regulatory requirements through regular sample checking, effective feedback and relevant actions.
• Resolve escalated issues, queries and complaints effectively.

Qualifications and Experience

• 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.
• A recognised customer service qualification.
• Experience of working in a continuous improvement environment.
• Experience of CRM applications.
• Experience 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, 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.
• Employee Assistance Programme – because your wellbeing matters.

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.

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