Customer Service Team Leader

Johnson Controls, Inc.; Manchester; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading technology corporation is seeking a Customer Service Team Leader in Manchester to shape the future of their Customer Services. The ideal candidate will have contact centre leadership experience and proven ability to drive performance. This full-time role offers a competitive salary, generous leave, and extensive career development opportunities. If you have a passion for leading teams and enhancing customer experience, this could be the perfect opportunity for you.

Benefits

Competitive Salary

25 days annual leave

Pension plan with employer match

Career Development opportunities

Free On-site Parking

Exclusive Discounts

Qualifications

• Proven contact centre leadership experience with a track record of delivering results.
• Strong skills in coaching and driving performance.
• Ability to engage and influence at all levels.

Responsibilities

• Deliver Contact Centre objectives and KPIs.
• Drive improvements that enhance customer experience.
• Engage and develop individuals and teams.

Skills

Contact centre leadership experience

Coaching and driving performance

Facilitation skills

Flexibility in fast-paced environments

Engagement and influence skills

Attention to detail

Education

Relevant coaching and development qualifications (e.g., CIPD, CPD)

Tools

LEAN Six Sigma Greenbelt

Job description

Customer Service Team Leader

Apply for the Customer Service Team Leader role at Johnson Controls.

What We Offer

• Competitive Salary: Reflecting your skills and experience
• Generous Leave: 25 days annual leave (pro‑rated in hours)
• Holiday Purchase Scheme: Buy up to 10 extra days—up to 35 days total leave
• Comprehensive Benefits:
  • Pension plan (up to 7% employer match)
  • Life assurance
  • Employee assistance program
  • Referral scheme
• Exclusive Discounts: High‑street brands, cycle‑to‑work scheme, and Johnson Controls product discounts
• Career Development: Extensive growth and advancement opportunities
• Free On‑site Parking: Hassle‑free commuting
• Dress‑Down Fridays: Casual attire to wrap up the week

What You Will Do

As a key member of our leadership team, you’ll shape the future of Customer Services, drive robust control, governance, and operational excellence, and inspire your team to deliver outstanding performance.

How You Will Do It

• Achieve results by delivering Contact Centre objectives, service levels, and KPIs with precision and consistency.
• Elevate experience by driving improvements that delight customers and strengthen loyalty.
• Optimise performance by contributing to budgetary success and managing costs effectively.
• Lead with impact by engaging, motivating, and developing individuals and teams.
• Ensure compliance by overseeing operations to meet internal and external standards.
• Build partnerships by cultivating strong, positive relationships with stakeholders across the business and beyond.

What We Look For

Required

• Proven contact centre leadership experience with a track record of delivering results
• Extensive experience in coaching and driving performance
• Strong facilitation skills, effective in both small and large group settings
• Ability to flex and deliver in a fast‑paced environment
• Confidence to engage, challenge, and influence at all levels
• Sharp attention to detail and commitment to excellence

Preferred

• Recognised coaching and development qualifications (e.g., CIPD, CPD)
• Ability to apply LEAN Six Sigma Greenbelt or systems‑thinking methodology to process improvement
• Experience contributing to customer experience initiatives and operational enhancements

Additional Information

• Seniority level: Mid‑Senior level
• Employment type: Full‑time
• Job function: Other
• Industries: Industrial Machinery Manufacturing
• Location: Manchester, England, United Kingdom
• Referrals increase your chances of interviewing at Johnson Controls by 2×