Arriva Group
Customer Service Team Leader
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Customer Service Centre Team Leader – Luton
Location
Luton, UK
Working Hours
- Monday to Friday
- Rotating shifts:
- Week A: 08:00–16:00
- Week B: 10:00–18:00
Salary & Benefits
- £27,400 per annum + opportunity for overtime
- Free bus pass
- Strong career development and progression opportunities
About the Role
Are you a natural leader with a passion for delivering brilliant customer service in a dynamic, high-pressure environment? Arriva is looking for an experienced Customer Service Centre Team Leader to join their team in Luton.
In this role, you’ll:
- Lead, coach, and empower a team of customer service advisors supporting millions of UK bus passengers daily.
- Foster a workplace culture built on empathy, accountability, and continuous improvement—aligned with Arriva’s values: Doing the Right Thing, Caring Passionately, and Making a Difference.
Key Responsibilities
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1. Lead & Inspire
- Motivate and manage a team to deliver exceptional customer service.
- Set high standards and build a high-performing team culture.
2. Coach & Develop
- Provide regular feedback, training, and mentorship to help advisors grow.
- Support colleagues in resolving challenges confidently.
3. Drive Performance
- Monitor KPIs, quality metrics, and productivity to maintain excellence.
4. Champion Customer Experience
- Ensure queries and complaints are resolved quickly, effectively, and with genuine care.
5. Problem-Solve & Collaborate
- Create a proactive, solution-focused environment.
- Work closely with cross-functional teams to drive continuous improvement.
Requirements
- Proven experience in leading or coaching teams in customer service, contact centres, or customer-facing roles.
- A passion for excellent customer experiences and a commitment to service excellence.
- Strong communication and interpersonal skills.
- Ability to calmly solve problems under pressure.
- Flexible, highly organised, and skilled in managing multiple priorities simultaneously.
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About Arriva
Arriva is a leading passenger transport provider across Europe, operating in 11 countries—including the UK—with over 34,400 employees delivering 1.6 billion journeys annually.
Their services include:
- Buses, trains, trams, coaches, waterbuses, bike-sharing, and on-demand transport
- A focus on safety, reliability, and sustainability
Arriva is committed to connecting communities and growing their workforce to sustain expansion.
Next Steps
If you’re eager to inspire teams, enhance customer service, and grow with a fast-moving industry leader, we’d love to hear from you!
Apply today to join Arriva’s team and help shape the future of passenger transport.
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