Line lead Work, Jobs in Inverness, Sct (with Salaries)

Customer Operations Team Lead
HBNL —Inverness
- £32,000 a year
- Full-time
Quick apply
Site Manager
Binn Group —Inverness
- £50,000 - £60,000 a year
- Full-time
- Management
- Administrative experience
- IT
- Free parking
- Referral programme
Quick apply
3d
Reporter
DC Thomson —Inverness
- Full-time
- Hybrid work
- Travel
Quick apply
3d
Shop Manager
Greggs —Inverness
- £32,174 a year
- Customer service
- Employee discount
Quick apply
General Manager
Aurora Energy Services Ltd —Inverness
- Business development
- Project management
- In-person
Quick apply
F&B Supervisor
Leonardo Hotel Inverness —Inverness
- Hotel
- Leadership
- Referral programme
Quick apply
11d
Sales Manager
NEXT —Inverness-shire
- From £13,127 a year
- Part-time
- Employee discount
Supervisor
AmcoGiffen —Inverness
- Overtime
- Civil engineering
- Maintenance
- Supervising experience
- Life insurance
Quick apply
4d
Senior Customer Service Advisor
Barclays —Inverness
- £27,700 a year
- Weekend availability
- Customer service
- Administrative experience
- Travel
- Life insurance
1d
IT Operations Technician
Barchester Healthcare —Inverness
- Computer Science
- Travel
Quick apply
Lead Project Manager
SSE —Inverness
- £66,100 - £99,100 a year
- Full-time
- Management
- Engineering
- Project management
- Employee discount
- Gym membership
1d
Lead Planner
Power T&D —Alness
- Full-time
- Organisational skills
- Contracts
- Communication skills
Quick apply
Food and Beverage - Complex Manager - Q02
Parkdean Resorts —Nairn
- £46,114 a year
- Weekend availability
- Leadership
- Communication skills
- Resort
- Store discount
- Employee assistance programme
Quick apply
8d
Alcohol & Drug Technician - Aviemore
Health Partners —Aviemore
- Annual leave
4d
Retail Apprentice Travel Advisor
TUI Group —Inverness
- From £8.50 an hour
- Part-time
- Customer service
- English
- Employee discount
Relief Leisure Assistant (Wet)
High Life Highland —Inverness
- £14.12 an hour
9d
Retail Apprentice Travel Advisor
TUI —Inverness
- From £8.50 an hour
- Part-time
- Customer service
- English
- Employee discount
Operations Manager
Ecosystems Technologies Ltd —Invergordon
- From £37,500 a year
- Full-time
- Management
- Continuous improvement
- In-person
- Health & wellbeing programme
- Sick pay
Quick apply
10d
Lead Solutions Architect
SSE —Inverness
- £66,100 - £99,100 a year
- Full-time
- Computer Science
- Bachelor's degree
- Agile
- Employee discount
- Gym membership
12d
Retail Deputy Manager
The Works —Inverness
- Customer service
- Leadership
- Communication skills
- Employee assistance programme
- Employee discount

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Customer Operations Team Lead

HBNL
Inverness

Quick apply

Job details

Full-time
£32,000 a year

Full job description

Job Advert

Are you a natural communicator who loves helping people?

As our Customer Operations Team Lead for the Customer Service team, you will play a key hands‑on leadership role within a fast‑paced contact centre environment. You will be both a leader and an active operational contributor, ensuring high‑quality customer service while directly supporting day‑to‑day service delivery.

Our Customer Service team is the first point of contact for customers, and every call is an opportunity to make a difference. You will ensure customers receive the right help, at the right time, delivered with empathy, accuracy, and efficiency.

In addition to leading quality and performance standards, you will be expected to actively participate in frontline activity, including answering calls and handling customer queries in line with service demand, particularly during peak periods, staff shortages, or operational pressures.

You will take ownership of service quality through regular call audits and quality control checks, ensuring all customer interactions are compliant, accurate, and customer‑centred. You will monitor team and individual KPIs, including call answer rates, response times, booking accuracy, productivity, and customer feedback, using insight and data to drive continuous improvement and maintain high performance standards.

Using your experience in KPI management and coaching, you will create a supportive and accountable culture where staff feel well‑trained, confident, and motivated to deliver excellent service. From onboarding new starters and developing existing team members, to resolving complex or escalated customer issues, you will be a steady, visible presence that keeps operations running smoothly while continuously raising the bar for quality and customer experience.

What You’ll Be Doing

Lead, motivate, and support the contact centre team to deliver consistent, high‑quality, customer‑focused service.
Actively support day‑to‑day operations, including answering customer calls and handling enquiries in line with demand and operational need.
Take ownership of service quality by conducting regular call audits and workflow checks to ensure accuracy, compliance, and excellent customer interactions.
Produce and maintain daily, weekly, monthly, and quarterly performance reports tracking call quality, KPIs, and operational trends.
Monitor and manage KPIs including call handling times, abandonment rates, ticket volumes, booking accuracy, productivity, and customer satisfaction.
Provide regular coaching, feedback, and performance support.
Train, onboard, and upskill new starters and existing team members on systems, processes, and customer communication standards.
Foster a positive, accountable culture where staff feel supported, confident, and clear on expectations.
Resolve complex customer enquiries, complaints, and escalations efficiently and professionally.
Support staff during periods of high demand or pressure, acting as an escalation point when required.
Identify trends, risks, and improvement opportunities, implementing changes to workflows and service delivery.
Collaborate with key stakeholders to ensure smooth communication, aligned processes, and consistent standards.
Promote continuous improvement, quality assurance, and compliance across all customer service activity.

What You’ll Need

A customer-first mindset and a passion for creating positive experiences.
Previous experience as a team leader in a customer-facing role (retail, hospitality, office-based, or similar).
Strong teamwork skills — you’ll be part of a small, supportive team working towards shared goals.
Flexibility to work a full-time shift which includes some early evening finishes (8pm) and with occasional Saturdays 9–5.

Quick apply

Refine Your Search

line lead jobs in inverness, sct

Customer Operations Team Lead

Site Manager

Reporter

Shop Manager

General Manager

F&B Supervisor

Sales Manager

Supervisor

Senior Customer Service Advisor

IT Operations Technician

Lead Project Manager

Lead Planner

Food and Beverage - Complex Manager - Q02

Alcohol & Drug Technician - Aviemore

Retail Apprentice Travel Advisor

Relief Leisure Assistant (Wet)

Retail Apprentice Travel Advisor

Operations Manager

Lead Solutions Architect

Retail Deputy Manager

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