Customer Service Centre Team Leader Location: Luton Head Office Hours: Monday to Friday – rotating shifts (08:00–16:00 one week, 10:00–18:00 the next) Salary: £27,400 per annum + opportunity for overtime Benefits: Free bus pass, great career development and progression Are you a natural leader with a passion for delivering brilliant customer service? Do you thrive in a busy, fast-paced environment where every day is different? If so, we’d love you to join us at Arriva as our next Customer Service Centre Team Leader in Luton. In this role, you’ll lead, coach, and empower a team of customer service advisors who support millions of bus customers across the UK. You’ll be the driving force behind a high-performing team—helping them deliver exceptional service, solve problems, resolve complaints, and create consistently positive experiences. Guided by Arriva’s values of Doing the Right Thing, Caring Passionately, and Making a Difference, you’ll shape a culture built on empathy, accountability, and continuous improvement. What You’ll Be Doing Lead & Inspire: Motivate and manage a team of customer service advisors to deliver outstanding service. Coach & Develop: Support your team with regular feedback, training, and development to help them shine. Drive Performance: Monitor KPIs, quality, and productivity to keep standards high. Champion Customer Experience: Ensure queries and complaints are resolved quickly, effectively, and with genuine care. Problem-Solve: Create a proactive, solution-focused environment where challenges are resolved confidently. Live Our Values: Role-model the Arriva approach—always putting customers first. Collaborate: Work closely with colleagues across the business to support continuous improvement and innovation. What We’re Looking For Experience leading or coaching a team in a customer service, contact centre, or similar fast-paced environment A passion for delivering brilliant customer experiences Strong communication and interpersonal skills Calm, confident problem-solving abilities—even under pressure A flexible, organised approach and the ability to manage multiple priorities If you’re ready to lead from the front, inspire others, and make a genuine impact for our customers, we want to hear from you. Apply today and become part of the Arriva family! Arriva is a leading provider of passenger transport across Europe, employing around 34,400 people and delivering around 1.6 billion passenger journeys. With buses, trains, coaches, trams, waterbuses, bike-sharing systems, on-demand transport solutions and a rolling stock leasing company, Arriva proudly connects people and communities safely, reliably and sustainably across 11 countries, delivering these services in a better way, every day. The activities of Arriva are divided into four business units: UK Bus, UK Trains, The Netherlands and Mainland Europe. Arriva has passenger transport operations in the Czech Republic, Croatia, Hungary, Italy, the Netherlands, Poland, Slovakia, Slovenia, Spain and the United Kingdom, and also operates a rolling stock leasing company in Romania. If the right opportunity hasn’t appeared yet, express your interest in future positions by selecting Get Started below. Alternatively, you can register for an account by choosing ‘Sign In’ at the top of the page, which will allow you to receive email notifications for new job listings that align with your interests.