Job Description

Customer Team Lead

Salary: £34,101

Location: Swindon

It’s an exciting time to join UKSBS as we transform our business to be the leading UK public sector business service provider. We aim to become a very different organisation over the next few years as we move to a modern multi-platform, digitally enabled organisation.

UKSBS is a public sector shared service centre providing high‑quality HR, Payroll, Finance, Procurement and IT services to our partners. We are proud of the part we play in enabling our partners to achieve the best outcomes for the British public and the UK economy.

Working in UKSBS Customer Services means being at the heart of delivering essential services that support government and public sector clients across the UK. You'll play a vital role in ensuring high-quality, efficient, and customer-focused outcomes. We work collaboratively to deliver professional services that enhance customer experience and support client engagement and efficiency.

The duties of this role include, but are not limited to the following:

• Provide team leadership and management to the customer service and IT team to ensure high-quality service delivery.
• Monitor and evaluate team performance to ensure achievement of SLAs, KPIs and other service targets.
• Support and motivate the team through coaching, 1:1s and performance management.
• Handle escalated customer enquiries and complaints, working collaboratively across teams to deliver effective resolutions.
• Oversee daily operations including scheduling, workload distribution and task prioritisation.
• Use performance data and KPIs to identify improvements and develop new customer service initiatives.
• Work with operational managers, stakeholders and colleagues to share knowledge, best practice and develop service improvements.
• Promote an inclusive, customer-centric and proactive team-based culture.
• Maintain accurate records and documentation to support audit and compliance requirements.
• Lead on recruitment, onboarding and training of new team members, reviewing training materials and delivery methods.
• Prepare reports and presentations for management when required.
• Contribute to maturing the service by identifying activity types that can be resolved at first point of contact.
• Deputise for the Operations Manager when required.

To do this role well, you would need to demonstrate the following:

• Experience leading teams in a contact centre or high‑volume service environment.
• Proven ability to manage a performance‑driven team and consistently achieve SLAs and service targets.
• Strong leadership skills with the ability to motivate, engage and support team members.
• Excellent verbal and written communication skills, able to build relationships at all levels.
• A proactive, adaptable and accountable approach.
• Strong customer service skills with a focus on solutions and continuous improvement.
• Confidence using data and MI to interpret trends, make decisions and identify improvements.
• Ability to prioritise tasks and manage workloads effectively in a fast‑paced environment.
• Comfortable handling challenges and supporting a diverse range of customers.
• Experience working to tight timescales within a high‑volume operation.
• Familiarity with public sector or shared service environments (helpful but not essential).
• Understanding of systems such as ServiceNow, Workday, Oracle or similar ERP platforms (advantageous).

For additional information and a confidential discussion please contact our Recruitment Team on recruiting@uksbs.co.uk.

We are an inclusive and Disability Confident employer and welcome all applications. Find out more about our equality, diversity and inclusion commitments on our website.

Successful candidates may be required to undergo Security Clearance (National Security Vetting) as part of their employment. To meet these standards, applicants must normally have lived in the UK for at least the last five years and be able to satisfy background, identity and criminal record checks.

UKSBS does not hold a Home Office Sponsor Licence under the UK Immigration System, therefore candidates are required to have eligibility to live and work in the UK prior to applying.

We look forward to hearing from you.

We are UKSBS. We are creating a place where people love to work, a culture where we lead, we change, we deliver and we empower our people to be curious, take action and add value.