Contact Centre Team Leader

Lead a new team and make a difference We’re looking for an experienced Contact Centre Team Leader to help launch our new Birmingham contact centre at Brindley Place. This is a hybrid role with an expectation to work in the office twice a week. You’ll lead and develop a team of Customer Service Officers, helping them deliver excellent service across phone, email and digital channels. You’ll coach and motivate colleagues, use performance data and KPIs to improve results, and make sure customers receive a positive and seamless experience. This is a fantastic opportunity to help shape a new team from the ground up. You’ll establish ways of working, champion continuous improvement and work closely with colleagues across Birmingham and Wiltshire to create a consistent customer experience. What We Need: You’ll have experience working in a customer-focused contact centre environment, with experience of coaching, supporting or leading colleagues. You’ll be confident using performance information and KPIs to identify improvements, provide constructive feedback and help people achieve their potential. You’ll also bring:

• Strong customer service and communication skills
• Experience of coaching, mentoring or people leadership
• Confidence working with performance data and KPIs
• A commitment to continuous improvement
• The ability to motivate, support and challenge others

What We Offer

• £33-36,000 salary
• Hybrid and home-working opportunities
• 37-hour working week
• Annual leave plus bank holidays
• Defined contribution pension scheme
• Employee Assistance Programme
• Flexible working
• Performance-related bonus scheme If you’re ready to help build a new contact centre and lead a team that makes a difference, we’d love to hear from you