Service Centre Team Leader
Role details
Job location
Tech stack
Job description
Telent are looking for an experienced Service Centre Team Leader to join our growing 24/7 Service Centre operation based at our Farnborough office. This role sits within the same division as our Service Desk Analysts and plays a critical leadership role at the heart of our service delivery function.
The Service Centre operates as a single point of contact for a wide range of customers, supporting incident management, coordination, customer communication and service performance. As a Service Centre Team Leader, you will lead the Service Desk Analyst team on shift, act as a point of escalation, and ensure services are delivered in line with agreed SLAs, KPIs and operational processes.
This is a people-focused leadership role, not a technical IT role. Experience in retail, customer service, service centres, contact centres or call handling environments is highly welcomed.
THIS IS A SHIFT-BASED ROLE - 4 days on / 4 days off, working 11-hour rotating shifts: 7am-7pm (days), and 7pm-7am (nights).
The role is office-based in Farnborough, therefore candidates must be commutable to the office (typically within a 20-mile radius of GU14 7DL).
Service Centre Team Leader - What you'll do
- Lead and support the Service Centre team while on shift, ensuring smooth and effective service delivery
- Act as the primary escalation point for customer issues, incidents and service concerns
- Take ownership of major incidents out of hours, coordinating internal teams and stakeholders through to resolution
- Ensure incidents, requests and queries are logged accurately and managed effectively
- Monitor call queues, workloads and resource levels to maintain service continuity
- Drive performance against SLAs and KPIs, escalating risks where targets may not be met
- Line manage team members, including 1:1s, coaching, performance management and development planning
- Manage rotas alongside other Team Leaders, including holiday planning and coverage
- Support continuous improvement initiatives to enhance customer experience and operational efficiency
- Provide cover for senior operational colleagues where required
Requirements
You are a confident, people-focused leader with a strong background in customer service or operational environments. You are calm under pressure, comfortable managing escalations, and motivated by delivering a high-quality customer experience.
This role does not require a background in IT, Networks, Cloud, Cyber or ICT. Instead, we are looking for someone who brings:
- Strong customer handling experience
- Team lead experience
- A proactive, solutions-focused mindset
- Confidence leading teams on shift and making decisions, * Previous experience in a customer service, service centre, contact centre, call centre or operational environment
- Experience supervising, leading or mentoring others (formal line management desirable, but not essential)
- Confident communication skills, including handling escalations and difficult conversations
- Ability to prioritise, multi-task and remain effective in a fast-paced, 24/7 environment
- Comfortable working rotating days and nights on a 4 on / 4 off shift pattern
- Competent using Microsoft Office tools (Word, Outlook, Teams, Excel)
- Eligible for SC (Security Clearance) - including meeting minimum UK residency requirements
- Able to commute daily to Farnborough
Desirable (but not essential):
- Experience in service desk, triage or incident-based environments
- Previous rota or resource planning responsibility
- ITIL awareness
Benefits & conditions
- Ongoing training and career development
- Company matched pension
- Flexible benefits portal
- Family-friendly policies
- Occupational health & wellbeing support
- Discounts via the Telent Reward scheme
