Team Leader, Customer Engagement Centre (12‑month maternity cover)

<p><strong>The opportunity</strong></p><p>We are looking for a Team Leader to join our Customer Engagement Centre and help us put customers first in every interaction. You will guide a talented team, raise the bar for service quality and ensure a smooth, hassle‑free experience throughout the customer journey. If you care about electric mobility, enjoy modern technology and want to contribute to meaningful change, this is your chance to make a direct impact.</p><p>Working closely with our Contact Centre Manager and the wider Customer Engagement team, you will foster a supportive, performance‑driven culture that delivers the finest levels of customer service.</p><p>This position is based at our Bicester office and follows a hybrid model with a minimum of three days per week onsite. We believe that both in‑person collaboration and individual focus time matter, and we will support you to do your best work.</p><p><strong>The responsibilities</strong></p><p>In this role, you will lead the day‑to‑day success of the Customer Engagement Centre and keep the customer at the heart of every decision. You will be instrumental in our ambition to be best in class for service quality and experience. Your key responsibilities include:</p><ul><li><p>Lead and coach a team of Customer Engagement Advisors and Senior Advisors, building a positive, high‑performing culture.</p></li><li><p>Own daily operations, including scheduling, briefings, motivation and regular one‑to‑ones.</p></li><li><p>Partner with the Training and Quality Specialist to drive performance management, QA sessions, coaching and development.</p></li><li><p>Safeguard service excellence and handle customer escalations when appropriate, building professional, long‑term relationships.</p></li><li><p>Drive commercial outcomes by meeting SLA, KPI and target commitments across the customer journey, and promote knowledge sharing and best practice with central teams.</p></li></ul><p><strong>The ideal candidate</strong></p><p>Success here takes integrity, kindness and commitment, plus a customer‑first mindset. You take initiative, meet deadlines and thrive in a fast‑paced, dynamic environment. You enjoy leading people, balancing multiple stakeholder needs and using data and feedback to improve how the team works. You bring a can‑do attitude, a collaborative approach and confidence as a people manager.</p><p>In addition, you bring the following qualifications:</p><ul><li><p>2+ years of frontline customer service experience, giving you a deep understanding of customer needs and expectations.</p></li><li><p>Hands‑on experience with complaints and escalations, enabling you to resolve complex cases calmly and effectively.</p></li><li><p>Experience managing, coaching and developing people from diverse backgrounds, to lift individual and team performance.</p></li><li><p>Excellent written and verbal communication, to brief, coach and influence clearly across teams and levels.</p></li><li><p>Confidence with CRM and support tools such as Salesforce, VIDA and TIE, plus solid Excel and PowerPoint skills, to monitor KPIs and drive improvements.</p></li></ul><p>Polestar is an international company with many backgrounds represented. English is our common language for written and spoken communication. We operate with a growth mindset, where change and progress go hand in hand. Expect an accelerating, exciting environment.</p><p><strong>The process</strong></p><p>If the above matches your ambitions, please apply. Our selection process is ongoing, and the advert will remain open until filled.</p><p>The Polestar journey is an electric one.</p>