Client Support Team Leader

About The Role

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.

• *Salary: £33,000.00 per annum
• *Hours: 37.5 hours per week
• *Shift Pattern: 5 days out of 7
• *Start/Finish time: 9.00am-5.00pm
• AO Plc, Latchford Building, Weston Road, Crewe, Cheshire, CW1 6GH

Here's What You Can Expect To Be Doing

• Leading and supporting a team of advisors across administrative tasks, email handling and telephone contacts.
• 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.
• Ensuring full process compliance so all work is consistent, efficient and customer‑ready.
• Managing escalations involving complex admin issues or errors, resolving them calmly, clearly and efficiently.
• Embedding a culture where ownership, quality and SLA performance matter every day.

A Few Things About You

• An experienced people leader who enjoys coaching, developing and motivating others.
• Be confident managing performance, attendance and conduct in a fair, consistent and supportive way.
• Comfortable working with SLAs and understand what it takes to consistently meet (and exceed) them.
• You are organised and confident juggling priorities, workloads and deadlines.
• 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.

A Bit About Us

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.

Our Benefits

• 33 days holiday
• At least 5% contribution pension scheme

*Healthcare Cashback Scheme

*Enhanced Maternity, Paternity and Adoption Packages

*Expression of wish service

*Make a difference days (x2 fully paid charity days a year)

*Share-save Scheme

To see all our benefits and perks, visit our AO Benefits page.