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Arriva London South Limited Logo Arriva London South Limited · Customer Service

Customer Service Team Leader

United Kingdom, Luton 27400.00 GBP / Year · Job Posted December 20, 2025
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Job Description

Are you a natural leader with a passion for delivering brilliant customer service? Do you thrive in a busy, fast-paced environment where every day is different? If so, we’d love you to join us at Arriva as our next Customer Service Centre Team Leader in Luton. In this role, you’ll lead, coach, and empower a team of customer service advisors who support millions of bus customers across the UK. You’ll be the driving force behind a high-performing team—helping them deliver exceptional service, solve problems, resolve complaints, and create consistently positive experiences. Guided by Arriva’s values of Doing the Right Thing, Caring Passionately, and Making a Difference, you’ll shape a culture built on empathy, accountability, and continuous improvement.

Job Responsibility

  • Lead & Inspire: Motivate and manage a team of customer service advisors to deliver outstanding service
  • Coach & Develop: Support your team with regular feedback, training, and development to help them shine
  • Drive Performance: Monitor KPIs, quality, and productivity to keep standards high
  • Champion Customer Experience: Ensure queries and complaints are resolved quickly, effectively, and with genuine care
  • Problem-Solve: Create a proactive, solution-focused environment where challenges are resolved confidently
  • Live Our Values: Role-model the Arriva approach—always putting customers first
  • Collaborate: 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

What we offer

  • Free bus pass
  • great career development and progression
  • opportunity for overtime
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