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Customer Service Team Leader

BAE Systems
Closing date
24 Apr 2024

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Customer Service & Call Centres
Full Time
Contract Type

Job Details

Job title: Customer Service Team Leader

Location: Preston; We offer a range of hybrid and flexible working arrangements - please speak to your recruiter about the options for this particular role.

Salary: £30,000

What you'll be doing:

  • Driving performance by managing adherence to Key Performance Indicators (KPIs), Service Level Agreements (SLAs) and quality assurance
  • Supporting ESC Management in required objectives in agreed timescales
  • Monitoring performance measures and act on any identified areas of improvement
  • Coaching and developing Support Specialists through regular one to one meeting and maintain development plans, training plans and succession plans where applicable
  • Effectively manage resource through demand scheduling, planned and unplanned absence management and recruitment
  • Reviewing and responding to feedback across the ESC including the identification and implementation of Continuous Improvement
  • Always demonstrate and promote the BAE Systems values and behaviours
  • Your skills and experiences:


  • Previous Team Leader/Management experience within a Contact Centre/Customer Service Delivery environment managing multi-skilled teams, high volume processing and customer interactions
  • Able to lead a multi skilled team by adapting coaching and development requirements to individual needs
  • Understanding of Customer Relationship Management (CRM) systems within a contact centre environment
  • Desirable:

  • Experience of continuous improvement
  • Excellent relationship building, stakeholder management and influencing skills
  • Experience of resourcing to forecast/demand against different lines of service
  • Good presentation skills and proven IT skills, in particular MS Excel and MS Word
  • Benefits:

    You'll receive benefits including a competitive pension scheme, enhanced annual leave allowance and a Company contributed Share Incentive Plan. You'll also have access to additional benefits such as flexible working, an employee assistance programme, Cycle2work and employee discounts - you may also be eligible for an annual incentive.

    The Employee Service Centre team:

    An integral part of Shared Services, the Employee Service Centre (ESC) is the first point of contact for employees across BAE Systems, who contact the helpdesk for a vast range of queries across various lines of service including but not limited to HR, Time and Attendance and Expenses.

    As a Team Leader within the Employee Service Centre, you will be responsible for leading a team of multi skilled Support Specialists who handle high volumes of calls and live chat queries.

    This role will provide you with the opportunity to join a busy dynamic team and grow your leadership skills whilst working hybrid between hub and home.

    Why BAE Systems?

    This is a place where you'll be able to make a real difference. You'll be part of an inclusive culture that values diversity, rewards integrity, and merit, and where you'll be empowered to fulfil your potential. We welcome candidates from all backgrounds and particularly from sections of the community who are currently underrepresented within our industry, including women, ethnic minorities, people with disabilities and LGBTQ+ individuals.

    We also want to make sure that our recruitment processes are as inclusive as possible. If you have a disability or health condition (for example dyslexia, autism, an anxiety disorder etc.) that may affect your performance in certain assessment types, please speak to your recruiter about potential reasonable adjustments.

    Please be aware that many roles working for BAE Systems will be subject to both security and export control restrictions. These restrictions mean that factors including your nationality, any previous nationalities you have held, and your place of birth may limit those roles you can perform for the organisation.

    Closing Date: 24th April 2024

    We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.


    BAE Systems plc is a British multinational defence, security and aerospace company head-quartered in London in the United Kingdom and with operations worldwide.

    Recognising that our people are our top priority we have set ourselves a number of corporate targets to improve the diversity and inclusiveness of our workforce, including uplifting our female representation in leadership roles by 15% by 2015. We recognise the challenge that this target presents, knowing that engineering is often seen as a “man’s world”. 

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