Contact Centre Team Leader

Lead a passionate, people-first team and deliver exceptional care from behind the scenes.

We’re looking for a dedicated and motivated Contact Centre Team Leader to join our clients growing Contact Centre. In this key leadership role, you’ll manage a team of Call Handlers supporting their network of customers across the UK. You’ll ensure that every call reflects their values and delivers the best possible service to clients.

About the Role:

As a Contact Centre Team Leader, you’ll be responsible for the day-to-day performance, motivation, and development of your team. Working closely with the Contact Centre Manager, you’ll help maintain high standards in call handling, customer care, and operational efficiency. You'll also act as a key liaison between your team and the wider business.

Key Responsibilities:

• Lead, coach, and support a team of Call Handlers on shift
• Ensure excellent service delivery in line with customer expectations
• Monitor call quality, performance, and KPIs
• Support other business areas to meet shared objectives and ensure a seamless client experience
• Ensure compliance with Data Protection and Information Security policies
• Champion a customer-first culture and high team morale

What they’re looking for:

Experience & Qualifications:

• GCSE Grade C or equivalent in Maths and English
• Experience in a customer service role, ideally in a Contact Centre setting
• Proven experience leading, mentoring, or coaching a team
• Confident presenting information to colleagues and stakeholders

Skills & Abilities:

• Strong leadership and motivational skills
• Excellent time management and decision-making under pressure
• Able to work collaboratively across all levels of the business
• Comfortable using MS Office and learning new systems
• Resilient, adaptable, and professional in a fast-changing environment

Personal Attributes:

• High energy with a positive, solutions-focused mindset
• Committed to professional, ethical standards and confidentiality
• Empathetic, team-oriented, and approachable
• Flexible to work within Contact Centre operating hours
• Aligned with our core values:
  • Caring
  • Responsibility
  • Innovation
  • Releasing Potential

If you're passionate about leadership, customer care, and creating a positive team culture, this is your opportunity to grow with a leading brand and provider.

Salary: £32,200 per annum

Benefits: 25 days holiday plus bank holidays, birthday off, health cash plan, pension