Team Leader - National Accounts Customer Experience Team 12 Months FTC

Salary: Competitive salary plus Veolia Benefits

Location: Birchwood Park, Warrington

Contract Type: 12-months FTC

Hours: 40 hours per week Monday - Saturday, including a minimum of 2 Bank Holidays per year

When you see the world as we do, you see the chance to help the world take better care of its resources, and help it become a better place for everyone. It's why we're looking for someone who's just as committed as we are, to push for genuine change and bring our ambition of Ecological Transformation to life.

We know that everyone here at Veolia can help us work alongside our communities, look after the environment, and contribute to our inclusive culture.

We're currently seeking an exceptional Team Leader to join our Customer Experience Team on an exciting 12-month secondment opportunity. For the right candidate, this role offers the potential to transition into a permanent position, providing an excellent pathway for career progression within Veolia.

This is a pivotal leadership role responsible for managing, coaching, supporting, and training a team of direct reports to the highest standard, while working collaboratively within the wider Customer Experience function as one unified team.

What we can offer you;

- 25 days of annual leave

- Facilities parking and subsidised lunch

- Access to our company pension scheme

- Discounts on everything from groceries to well-known retailers

- Access to a range of resources to support your physical, mental and financial health; so you can lean on us whenever you need to

- One paid day's leave every year to volunteer and support your community

- Ongoing training and development opportunities, allowing you to reach your full potential

What will you be doing? 

- Managing a team of direct reports, providing day-to-day leadership, coaching, support, and training to ensure the highest standards of performance

- Conducting regular one-to-ones, performance reviews, and development conversations with team members

- Managing productivity, quality standards, and service levels to meet agreed KPIs and SLAs

- Supporting recruitment, on boarding, and retention of team members

- Conducting return-to-work meetings and managing absence in line with company policies

- Participating in strategic customer meetings and managing high-level escalations with diplomacy and expert resolution skills

- Cultivating strong, collaborative partnerships with key stakeholders across the business, including Heads of Departments and senior leadership

- Fostering cross-functional collaboration with teams and departments to ensure seamless, integrated service delivery

- Flexibility and willingness to travel to other Veolia sites or customer locations as and when required to support business needs

What we're looking for;

Essential

- Proven experience in a customer service leadership or supervisory role with a track record of managing and developing teams

- Ability to analyse data and reports to identify trends, issues, and opportunities for improvement

- Customer-focused mindset with experience handling escalations and complex customer situations

- Experience supporting recruitment, on boarding, and retention initiatives

Desirable:

- Exceptional communication and interpersonal skills

- Proficiency in using Google Office Applications

- NVQ Level 3 in Customer Services or Leadership & Management (or equivalent)

- 5 GCSEs grade C or above, including Maths and English (or equivalent)

What’s next?

Apply today, so we can make a difference for generations to come.

We're proud to have been named as one of The Sunday Times Best Places to Work for three consecutive years in 2023, 2024 and 2025. This consistent recognition reflects our commitment to our people, demonstrating that Veolia is not just transforming the environment, we're also transforming what it means to have a rewarding, purposeful career. 

We're dedicated to supporting you throughout your application journey, offering adjustments where reasonable and appropriate. As a proud Disability Confident Employer, we will offer an interview to applicants with a disability or long-term condition who opt-in to the Disability Confident scheme, and meet the minimum criteria for our roles. 

We're also committed to ensuring that all applicants and colleagues receive fair treatment without discrimination on any grounds, aiming to create a diverse and inclusive workplace where everyone can thrive.