Team Leader – Customer Service Centre Location: Lancaster House, Lincoln Contract: 12 month FTC 37 hours between the hours of Mon to Fri 15:00 to 23:30 Saturday and Sunday 08:00 to 23:30 Standby shifts are required in this position Are you a dynamic leader with a passion for customer service and team development? Join our team at Serco and take on a vital role in managing a high-performing team in a multi-channel customer service environment. About the Role: As a Team Leader, you’ll be responsible for leading a team within our Customer Service Centre, ensuring exceptional performance through effective coaching, performance management, and operational oversight. You’ll collaborate with key stakeholders and work closely with Business Operations Managers to drive success and continuous improvement. Key Responsibilities: Lead and supervise a team, ensuring they meet performance targets and adhere to key processes. Provide regular coaching, feedback, and development opportunities for team members. Monitor quality and compliance to maintain high standards of service delivery. Identify areas for improvement and implement changes to enhance service effectiveness. Act as an escalation point for customer inquiries or complaints, resolving issues promptly. Manage team performance, including conducting 1:1s, performance reviews, and handling people-related matters such as absence management and conduct issues. Ensure compliance with Health & Safety, Data Protection, and PCI standards. What You’ll Need to Succeed: Experience leading and managing teams in a contact centre or similar environment. Strong communication skills and the ability to engage and motivate a team. Knowledge of customer service operations and performance management frameworks. Proficiency in Microsoft Office (Word, Excel, Outlook). A proactive approach to problem-solving and continuous improvement. GCSEs in English and Maths (Grade C or equivalent) or proven literacy and numeracy skills. Why Join Serco? At Serco, we’re committed to providing a supportive and engaging work environment where you can grow your skills and make a difference. You’ll have the opportunity to lead a talented team and contribute to a service that positively impacts our local community. If you’re ready to take the next step in your leadership journey, apply now and join a place where you can thrive and be proud of your work. About Serco At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone. By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and InSerco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. Apply Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000. At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.