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. 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.

A Few Things About You

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.

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

We’ve designed our benefits to cover everything from big moments to little helps. As well all as the essentials, like pensions and holidays, we’ve got our own "AO Perks" to help you with the little things that matter.

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

• 25 days holiday (Excluding Bank Holidays)

• At least 5% contribution pension scheme*

• Dedicated wellness initiatives that support your wellbeing, ranging from our 24hr employee assistance programme to subsidised gym membership.