Call Centre Team Leader

Call Centre Team Leader - 25k to 32k 12 months contract - Swindon – Immediate Interviews / Immediate Start

Job Overview
We are seeking an experienced and dynamic Call Centre Team Leader specialising in the Public Sector

This role involves overseeing daily operations within a busy call centre environment, ensuring exceptional service delivery, and leading a team of customer service representatives. The ideal candidate will possess strong leadership qualities, excellent communication skills, and the ability to manage multiple tasks efficiently.

Responsibilities
• Lead, motivate, and supervise a team of call centre agents to meet performance targets and deliver high-quality customer service.
• Coordinate daily operations, including scheduling shifts and managing workflow to optimise efficiency.
• Provide coaching and training to team members to enhance their skills and ensure compliance with organisational standards.
• Analyse call centre data and performance metrics to identify areas for improvement and implement strategic solutions.
• Foster a positive team environment that encourages collaboration, accountability, and professional growth.
• Handle escalated customer issues with professionalism and resolve complex queries effectively.
• Collaborate with other departments to streamline processes and improve overall service delivery within the public sector framework.
About the Role
We’re looking for a confident, motivated Team Leader to guide and develop a team of Operators within our busy Call Centre environment within the Public Sector. This role is perfect for someone who thrives on supporting people, driving performance, and keeping operations running smoothly.

As a Team Leader, you’ll communicate company goals, uphold safety practices, manage deadlines, and act as the first point of escalation for queries and issues. You’ll also provide essential first line support to management through regular updates, monthly 1:1s, and clear communication of contract changes and requirements.

Role Responsibilities:
• Leading your team — Line manage a team of Operators, answering questions, offering guidance, and providing regular feedback.
• Delivering monthly 1:1s — Prepare and conduct structured performance and development meetings.
• Coaching for quality — Provide documented coaching sessions and quality feedback across calls, emails, and dip checks.
• Monitoring performance — Track key metrics including Service Level, Call Abandonment, and Call Quality.
• Developing your team — Support Operators through the 4 tier skill progression scheme and maintain high competency levels.
• Ensuring contract excellence — Build strong knowledge of contract requirements and ensure SLA/KPI compliance.
• Driving motivation — Create a positive, engaged team culture.
• Supporting recruitment — Participate in assessment centres and hiring processes.
• Championing company values — Lead by example and inspire others to do the same.
• Managing systems — Develop expertise in Concept Evolution, Maximo, SharePoint and other FM applications.
• Handling escalations — Act as the first escalation point for issues and keep management informed.
• Supporting operations — Execute BCDR processes and diagnose telephony/system outages.
• Completing admin processes — Manage chase, escalation and other administrative workflows.
• Collaborating with management — Attend benchmarking sessions and support operational initiatives.
This role is based Full-Time at Swindon and includes participation in the OOH weekend rota (approx. 1 in 6 weekends) and the OOH On Call rota.

Qualifications
What You’ll Bring
• Experience in customer service and supervisory/leadership roles.
• Excellent communication, coaching, and people management skills.
• A reliable, responsible, and results driven approach.
• Ability to role model professional behaviours at all times.
• Strong organisational skills and the ability to work flexibly.
• Confidence using PowerPoint, Excel, and Word.
Why is this a great opportunity?
An opportunity to work in company that is part of a listed, globally recognised business

Working arrangements: 40 hours (This role is based Full-Time at Swindon and includes participation in the OOH weekend rota (approx. 1 in 6 weekends) and the OOH On Call rota)
Requirements
• Proven experience in supervising or managing a call centre team, preferably within the public sector Desirable.
• Strong leadership skills with the ability to inspire and guide team members towards achieving organisational goals.
• Excellent communication skills in English;
• Analytic skills to interpret performance data and develop actionable insights.
• Organisational skills with the ability to manage multiple priorities efficiently under pressure.
• Demonstrated ability to supervise staff effectively, including providing feedback and conducting performance evaluations.
• A proactive attitude with strong problem-solving abilities and attention to detail. This role offers an engaging environment for professionals committed to delivering excellent public service through effective team leadership and operational management.
Please forward an up to date cv for earliest consideration as this is an immediate start
Only candidates based in UK and eligible to work in UK are allowed