Title: Customer Service Team Leader (Newcastle Upon Tyne)

Location: Newcastle Upon Tyne, Tyne And Wear, North East, NE12 8BU, UK

Company: Verisure

Location: Newcastle NE12 8BU
Contract: Full-time
Salary: £30,000 per annum + 10% OTE (quarterly bonus)
Night Shift Allowance: £6,400 per annum (paid monthly, takes annual salary up to £36,400)
Hours: 37.5 hours per week flexibility required
Shift Pattern: Rotational 4 shifts per calendar week, including weekends
Typical Night Shift Hours: Between 7pm9am
Holidays: 23.5 days annual leave (increasing with tenure) + bank holidays

About the Role

As an Customer Service Team Leader, you will lead and develop a team of Alarm Receiving Centre (ARC) Advisors, ensuring the smooth running of our 24/7 operation and upholding the highest standards of customer safety, service, and operational excellence.

You will play a crucial role in supporting, coaching and motivating your team, ensuring performance standards are met, operational cover is maintained, and all work is carried out in full compliance with Verisure protocols and industry regulations.

Key Responsibilities

Team Leadership & Coaching

Lead, motivate and support ARC Advisors to achieve targets, service levels and quality standards.
Conduct monthly meetings, Touchpoints and performance reviews.
Deliver coaching, training and support to new starters and established team members.
Monitor call quality weekly and provide constructive feedback.
Review team and individual NPS (Medallia) performance and address detractors promptly.

Operational Management

Assist with shift planning to ensure 24/7 staffing coverage.
Manage annual leave allocation fairly across the year.
Support the department during peak demand or unexpected increases in alarm activity.
Ensure smooth daily shift handovers, including End of Day reporting.
Maintain compliance with Health & Safety processes, ensuring staff welfare at all times.
Support recruitment through interviews and assessment centres.

People Management

Manage attendance, including return to work meetings, welfare meetings, OH referrals and capability processes.
Uphold Verisures Code of Conduct and address behavioural concerns appropriately.
Produce accurate written records, including meeting minutes and formal documentation.

Essential Skills & Attributes

Proven experience managing and motivating teams within a fast-paced environment.
Excellent communication skills with the ability to act with tact, professionalism and diplomacy.
Strong customer service ethos and ability to perform under pressure.
Confident in people management, including absence, performance, grievance and disciplinary processes.
Highly organised with strong attention to detail.
Adaptable, proactive and confident making decisions under pressure.
Strong written communication skills, including accurate minute taking.
Able to work collaboratively with stakeholders across the business.
A positive role model with high standards of professionalism and timekeeping.

SIA / Vetting Requirements

This role involves working within a security environment. Therefore:
Candidates must pass an Enhanced DBS check (funded by Verisure).
Eligibility for an SIA Licence is essential.
If you do not already hold an SIA licence, Verisure will fund the required training course and licensing process.
Applicants must be able to provide documentation for any extended periods lived outside the UK.
Clean vetting/background checks are required (no criminal record).

Benefits

Birthday day off
Onsite Coffee Shop & Canteen
PerkBox & GymFlex Discounts
Company pension scheme
Private BUPA Healthcare & MediCash Plan
Employee referral cash rewards
Enhanced maternity & paternity schemes
Free parking (subject to permit)
Alarm discount
Career development and training opportunities

About Verisure

Verisure is Europes fastest growing security company, protecting over 5 million customers and employing more than 20,000 people worldwide.
We are an equal opportunities employer and welcome applicants from all backgrounds. Adjustments during the recruitment process can be provided on request.

Ready to Join Us?

If youre a motivated, people focused leader ready to make a real impact in a role that protects lives and supports a high performing team.

Apply today and well be in touch.
Be you. Be more. Be Verisure.

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