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Customer Support Team Leader

  • Lancashire
  • Contract
  • Up to £18.00 per hour


  • Managing and monitoring of the team performance to ensure service performance measures are achieved.
  • Supporting, leading and coaching individuals within the team.
  • Completion of team performance and development reviews.
  • Completion of return to work absence interviews.
  • Champion and support the implementation of change within the team.
  • Complete monthly team quality checks
  • Forecast and manage weekly team rota and team annual leave allocations
  • Build and develop effective relationships with colleague groups including internal HR, Shared Services and wider external BAE business
  • Ensure operating procedures and process standards are adhered to, including (but not limited to), internal call quality measures, data protection and confidentiality guidelines.
  • Support and drive continuous improvement and implementation of new processes both within the HR Support team and HR Shared Services
  • Act as an ambassador for HR Shared Services and display desirable behaviours
  • Assist or host visits from internal service providers and corporate visits from both prospective and existing customers.
  • Flexibility to work both out of hours and across different sites, within reason, as required.

Skills required


  • Proven ability to lead, coach, motivate and manage a team to achieve the highest standards of performance and accuracy.
  • Experience of working within a Contact Centre environment with managed multi-skilled teams, high volume processing and customer interaction
  • Excellent communication skills and attention to detail
  • Self-motivated, enthusiastic with a positive attitude
  • Good proven IT skills, in particular MS Excel and MS Word
  • Prepared to work flexibly to support team members
  • Ability to work under pressure


  • Personal credibility and professional confidence
  • Experience of continuous improvement
  • Relationship building and influencing skills
  • Familiar with HR policy and practice
  • Ambition to progress and build a long term career
  • Able to build excellent relationships and influence the customer

PLEASE NOTE: This position has been confirmed as being INSIDE IR35

AAP3 is acting as an Employment Business in relation to this vacancy.

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