Outdoor Planning and Service Team Leader

Overview

In this Outdoor Planning and Service Team Leader role, you drive service excellence within Global’s Commercial Outdoor Operations. You’ll lead a multi-disciplined team to plan, book, and deliver customer campaigns, fostering strong cross-functional relationships with sales and specialists. You’ll own continuous improvement of customer satisfaction and operational efficiency, guiding your team through coaching and performance management. This is a fast-paced, collaborative role that shapes how we deliver outdoor campaigns at scale, with a clear focus on data integrity and high-quality service.

Responsibilities

• Collaborate with commercial teams and act as the team’s representative to build strong relationships
• Understand daily workload and team dynamics; manage specialist relationships
• Collect and analyze feedback to resolve operational challenges with sales managers
• Deputise for the Management Lead when needed
• Ensure high-quality customer service and lead continuous improvement initiatives
• Monitor and provide feedback on customer contact responses and identify training needs
• Handle escalated customer complaints with prompt resolution
• Respond to customer and commercial emails within 2 hours; maintain 3.5 email exchanges on average
• Manage ~30 emails per day with high-quality responses
• Maintain 3+ star customer satisfaction and 95% order processing accuracy
• Provide regular performance reports to Management Lead; safeguard data integrity in Salesforce
• Lead one-on-one meetings and address difficult conversations with professionalism
• Identify training needs and develop proactive processes to enhance service
• Deliver monthly KPI reports and drive data-driven improvements
• Mentor and train colleagues; promote a collaborative team environment
• Set high standards and lead by example

Key requirements

• Minimum 2 years in a customer-facing or contact centre role
• Experience in Outdoor advertising and working with Specialists
• Experience of managing a small team (desirable)
• Ability to manage change effectively; solution-driven and independent decision-maker
• Highly organized, able to multitask and meet deadlines/KPIs
• Flexible for fast-paced, changing environment; proactive can-do attitude
• Strong communication skills; comfortable dealing with all levels of staff
• Ability to produce reports; proficient in Microsoft Office
• Office attendance requirement of at least three days per week

• leadership
• customer focus
• communication
• collaboration
• Microsoft Office
• Salesforce

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