Customer Onboarding Team Leader | Contract Validation, Customer Experience & Team Leadership
About the Role
We’re looking for an experienced and customer-focused Customer Onboarding Team Leader to lead our Contract Validation team and play a key role in delivering a seamless customer experience from contract completion through to service commencement.
Leading a team of Coordinators, you’ll ensure customer contracts are accurately validated, onboarding journeys are managed effectively, and our customers receive exceptional service from the very beginning of their partnership with Safetykleen.
This is an exciting opportunity for a passionate people leader who enjoys developing teams, improving processes and making a real impact within a growing business. You’ll be responsible for creating a positive, high-performing team culture while ensuring operational excellence and customer satisfaction remain at the heart of everything we do.
About Us
At Safetykleen, we provide essential parts cleaning, waste collection and environmental advisory services that help customers reduce their environmental footprint and boost operational performance.
With operations in 15 countries and over 1 million services delivered each year, you’ll be joining a stable, growing business with a fast-paced, high-impact and agile environment, where sustainability and long-term customer partnerships are at the heart of what we do.
What You'll Be Doing
- Leading, coaching and developing the Contract Validation team to deliver exceptional customer experiences and achieve performance goals.
- Creating a positive, engaged and high-performing team culture through regular coaching, feedback, communication and development conversations.
- Managing daily workloads, priorities and resource allocation to ensure contracts are validated accurately and customer onboarding journeys are delivered smoothly.
- Monitoring KPIs, quality standards and customer outcomes, identifying opportunities to improve performance and service excellence.
- Acting as the escalation point for customer issues, complaints and risks, ensuring timely resolution and effective communication.
- Ensuring customer information, interactions and contract updates are accurately maintained across CRM and business systems.
- Collaborating with Sales, Account Management, Operations and internal stakeholders to deliver seamless customer implementation and service commencement.
- Supporting recruitment, training and continuous improvement initiatives to enhance team capability, processes and customer experience.
What We Offer
- £32,000 plus bonus of up to £2,400 annually paid monthly
- 25 days’ holiday plus Bank Holidays
- Private healthcare from day one
- 5% contributory pension scheme
- Enhanced maternity and paternity pay
- Life assurance (3x salary)
- Learning and career development opportunities
- Employee discount and wellbeing schemes
- Cycle to Work scheme
- Employee Assistance Programme
About You
You’re an experienced people leader who enjoys developing teams, delivering excellent customer service and improving the way things work.
You’ll have experience managing customer-facing teams, working towards KPIs and creating a culture where people feel supported, motivated and empowered to deliver great results.
You will have:
- Proven experience leading and motivating customer service, administration or operations teams
- Experience coaching colleagues and improving individual and team performance
- A strong track record of delivering against targets, KPIs and service expectations
- Excellent communication skills with the confidence to manage challenging conversations
- Experience handling customer complaints, escalations and service issues
- Strong organisational skills with the ability to manage competing priorities
- Experience using CRM systems and Microsoft Office applications
- A proactive, customer-focused mindset with a passion for continuous improvement
Adventageous:
- Experience within waste management, environmental services, industrial services.
- Experience with Microsoft Dynamics
When you join Safetykleen, you’ll be part of a supportive, ambitious and growing business where your leadership, ideas and development genuinely matter.
We look forward to hearing from you.
