Contact Centre Team Leader

Join a dynamic, fast-growing brand that is at the beginning of it's journey to established itself as a leader within its industry sector. As Customer Service Team Leader, you'll play a pivotal role in driving team performance and customer satisfaction, leading a high-performing group of advisors in a busy contact centre environment.

You'll have a proven track record of motivating teams to meet, and exceed performance, quality, and customer satisfaction targets, while championing continuous improvement across the wider operation.

Key Responsibilities

• Lead, motivate, and develop a team to deliver and surpass business objectives.
  
• Foster a culture of excellence, energy, and enthusiasm that inspires consistent high performance.
  
• Provide clear direction, regular feedback, and coaching to support ongoing growth and success.
  
• Manage attendance and resources effectively to ensure consistent service delivery across the contact centre.
  
• Handle performance and disciplinary matters in line with company policies and best practices.
  
• Empower advisors to take ownership of their performance and career development.
  
• Identify and address training needs through structured development plans and SMART objectives.
  
• Conduct regular one-to-ones, performance reviews, and coaching sessions.
  
• Support the onboarding and induction of new team members.
  
• Ensure clear, timely communication within the team and across departments.
  
• Collaborate with Operations Managers and key stakeholders to maximise departmental success and client satisfaction.
  
• Demonstrate professionalism and excellent service behaviours at all times.
  
  Essential Skills & Experience
  
  
• Minimum 12 months' experience managing a team of contact centre customer Service or Customer Service Advisors in a contact centre environment.
  
• Strong leadership, communication, and coaching skills.
  
• Proven ability to motivate individuals and teams to achieve results.
  
• Excellent problem-solving abilities and sound decision-making.
  
• Confident in using Microsoft Office applications including Word, Outlook, and Excel.
  
• A proactive, self-motivated approach with a drive for continuous improvement.
  
  Benefits
  
  
• Excellent opportunities for career development and progression.
  
• Lifestyle benefits package offering discounts across the region.
  
• Convenient location with excellent transport links.
  
• 26 days' holiday (plus statutory holidays).
  
• Competitive pension scheme.
  
  For full details or an informal conversation about the role, please get in touch, initially by sharing your CV.
  
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