Team Leader

As a Team Leader in Client Support, you'll be right at the heart of how we deliver brilliant service every day. You'll guide, support and motivate a team of advisors who look after our admin, email and telephone workflows - making sure everything is accurate, efficient and delivered with the AO sparkle. You'll keep the team on track, jump in when things get tricky, and create a positive environment where everyone knows what "great" looks like and feels confident delivering it. You'll be the go-to person for quality, performance, coaching and escalation support, helping your advisors grow while keeping our customers and partners happy.Here's What You Can Expect To Be Doing Leading and supporting a team of advisors across administrative tasks, email handling and telephone contacts, helping them consistently deliver their best work. Coaching advisors through regular 1:1s, performance reviews and ongoing development conversations. Creating a motivated, high-performing team environment where people feel valued, supported and clear on expectations. Managing attendance and conduct in line with AO policies, always taking a fair and people-first approach. Carrying out regular quality checks to ensure written communication, administration and data accuracy meet AO standards. Ensuring full process compliance so all work is consistent, efficient and customer-ready. Owning daily work allocation to keep priorities clear, workloads balanced and SLAs on track. Managing escalations involving complex admin issues or errors, resolving them calmly, clearly and efficiently. Driving continuous improvement in accuracy, productivity and overall team delivery. Embedding a culture where ownership, quality and SLA performance matter every day.

You're an experienced people leader who enjoys coaching, developing and motivating others. You're confident managing performance, attendance and conduct in a fair, consistent and supportive way. You have a strong eye for detail and take pride in quality, accuracy and compliance. You're comfortable working with SLAs and understand what it takes to consistently meet (and exceed) them. You're organised and confident juggling priorities, workloads and deadlines. You handle escalations calmly and take ownership of resolving issues end-to-end. You maintain strong knowledge of systems, tools and processes so you can confidently support your team. You're motivated by continuous improvement and helping your team grow in confidence, accuracy and productivity.

We're big on appliances and electricals, REALLY big. Washing machines, fridge freezers and TVs? They're our bread and butter. Mobiles, Airwraps and Ring doorbells? Yep, those too. If it plugs in, powers up or makes life easier, AO probably has it. But we're more than that… For over 25 years, trust has been at the heart of everything we do, helping us become the UK's most trusted electrical retailer. Our customers rate us 4.9 on Trustpilot from nearly ONE MILLION reviews and more 5-star ratings than any other UK electrical retailer, because they know they can rely on us and it's the exact same for our AOers too. We truly believe it's more than just a job, we genuinely care about each other and our impact on making our customers lives easier, by helping them brilliantly. Everyone here knows how their role makes a difference. Our people are our superpower, so, when it comes to finding new AOers, we know it's about more than just a CV, it's about what makes you, YOU.

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That's great! We'd love to know more about you! How do you describe your gender identity? How do you describe your ethnic background? How do you like to describe your sexual identity or sexual orientation? Do you identify as a person with a disability or are you a person with accessibility needs? How would you describe your Neurodiversity?Great! Do you require any reasonable adjustments if we were to invite you to an interview? Reasonable adjustmentsWhat are reasonable adjustments? We want to make sure you have the best possible experience throughout our recruitment journey. If there's anything we can do to make the process more comfortable or accessible, like arranging a ground floor meeting room for an interview or having a sign language interpreter join you, please let us know below. We're here to support you every step of the way. If this role was recommended to you by someone already working at AO, please tick the box and let us know their name. Referrer First Name Referrer Last Name By ticking, this means you are giving us your permission to keep in touch with you over the next 12 months using the information you have submitted. We will share content with you every now and then about AO and update you on relevant job opportunities. To opt out at any point, please email careers@ao.comYour applications in! One of our recruitment team will be in touch soon with an update as soon as they can. In the meantime, why not check out what life at AO is all about! Explore Now Current / last job title
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• Takes just 2 minutes to complete!AO is for everyone! We should all feel that we belong. That's why we are creating a welcoming and inclusive place to work. We're proud to be different. From how we look to the way we talk to our customers, we skip to the beat of our very own drum. We know that being different together is our superpower and we celebrate it because it makes us stronger, more creative, and better at what we do. We believe the people we employ should reflect the diversity of our customer base; that way, we can communicate in a way that recognises all backgrounds, races, ethnicities, genders, ages, religions, abilities, and sexual orientations. And that's why we're asking these questions. Making sure our recruitment process is inclusive is a key part of what we're doing at AO to encourage diversity as an employer. Read more How will we use the data? After we've collated the data, we'll look at the patterns to assess if we are inclusive at each stage. If it turns out that we aren't, then the data may help us identify where we can improve. The data collated won't have any impact on your application and is not shared with hiring managers or the recruitment team.