Job Description

Lead a High-Performing Customer Service Team

Ruttley Services is looking for an experienced Customer Support & Dispatch Team Leader to lead our office-based customer service, dispatch support and outbound follow-up team.

This is a hands-on leadership role responsible for ensuring our customers receive exceptional service, our office team operates efficiently, and opportunities are followed through professionally.

You'll be leading a team of Customer Service Representatives, Dispatch Support Representatives and outbound follow-up staff while working closely with management and field teams to deliver a consistently high standard of customer experience.

This role is ideal for someone who has experience leading a customer service or administration team and is ready to take ownership of team performance, coaching and daily operations.

Key Responsibilities

Team Leadership

• Lead and support the Customer Service, Dispatch Support and Outbound Follow-Up teams
• Conduct regular team coaching and performance discussions
• Assist with onboarding and training of new team members
• Manage daily workflow and workload allocation
• Foster a positive, accountable and customer-focused team culture
• Support management in achieving team performance goals

Customer Service Performance

• Ensure inbound customer enquiries are handled professionally and efficiently
• Monitor customer communication standards and booking quality
• Review missed calls and follow-up processes
• Assist team members in resolving customer concerns and escalations
• Help improve booking conversion and customer satisfaction outcomes

Dispatch Support Coordination

• Ensure customers are kept informed regarding technician arrival times and schedule changes
• Support communication between technicians, customers and office staff
• Help maintain accurate job notes and customer records
• Assist in ensuring scheduling changes and customer updates are managed efficiently

Outbound Follow-Up Performance

• Oversee quote follow-up and customer reactivation activities
• Monitor outbound call activity and outcomes
• Support team members in achieving follow-up targets
• Assist with reporting on booked work generated through follow-up activity
• Ensure customer opportunities are followed up consistently and professionally

Administration & Reporting

• Maintain accurate records and reporting across the team
• Assist with administration processes that support customer service operations
• Monitor team KPIs and performance metrics
• Provide regular reporting and feedback to management
• Help identify opportunities to improve efficiency and customer experience

About You

You will be an organised and confident team leader who enjoys developing people, solving problems and creating great customer experiences.

You may currently be working as:

• Customer Service Team Leader
• Contact Centre Team Leader
• Service Coordinator
• Office Team Leader
• Customer Experience Supervisor
• Administration Team Leader

To be successful, you'll ideally have:

• Previous experience leading or supervising a customer service or administration team
• Strong communication and coaching skills
• Experience managing competing priorities in a fast-paced environment
• Strong customer service and conflict-resolution skills
• Confidence using CRM or job management systems
• Good organisational and reporting skills
• A positive, solutions-focused attitude

Desirable

• Experience within trades, services, maintenance or field service industries
• Experience with ServiceTitan or similar job management software

What We Offer

• Full-time permanent position
• Stable and growing business
• Supportive leadership team
• Opportunity to lead and develop a growing office team
• Varied role with genuine responsibility and autonomy
• Competitive salary based on experience

If you enjoy leading people, improving team performance and delivering outstanding customer service, we'd love to hear from you.