Customer Service Group Leader

Job ID
# of Openings
Job Category
Customer Service/Support


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Contribute to a Safer, More Secure, and More Sustainable World. At UL, we know why we come to work. Thousands of us around the world wake up every day with one common purpose – to make the world a safer, more secure, and more sustainable place to live. We clear the way for our customers to introduce the latest products, technological advances, and systems in an increasingly complex world so they can provide peace of mind to the market. Our integrity is woven throughout our company and shapes the way we approach and deliver our solutions. We are proud that the work we do every day has a meaningful contribution to society. We continue to build upon our legacy of trusted expertise and partnership to keep our communities safe and secure as we march forward into the future. This helps us to sleep better at night, and we are confident that the millions of people we touch rest easier too.


The Customer Service Group Leader manages the performance of direct reports by defining accountabilities, establishing performance objectives, providing feedback and guidance, and ensuring that all policies are understood and adhered to. The Customer Service Group Leader acts as a client-focused leader of a team of Customer Service Professionals and is a contributing member of an innovative leadership team. Other responsibilities include:

  • Monitoring Service Level Agreements
  • Innovating to improve processes
  • Daily reporting and analytics
  • Resolving escalations of complex client issues
  • Scheduling and coaching workload and lead management


  • Higher Secondary Education (High school diploma) or equivalent; University degree preferred plus three years of experience in a customer service role.
  • At least one year demonstrating leadership capabilities such as:
    • Demonstrated ability to mentor/train others
    • Has acted as a "go-to" or subject matter expert within their functional area
    • Has led a project team to accomplish a stated objective



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