Team Leader – Call Centre
We are actively looking for a Team Leader for a growing call centre to join our client based in Swindon.
This is a 12‑month fixed‑term contract with an opportunity to be extended for suitable candidates.
Key Duties
* Line manage a team of Operators, providing day‑to‑day support and guidance
* Run monthly 1‑on‑1s and keep performance and development plans up to date
* Coach and quality‑check calls and emails, providing clear feedback and action steps
* Monitor KPIs including service level, call abandonment, and call quality
* Support training and progression through the skills framework
* Ensure contract requirements and SLAs are understood and met
* Act as the first escalation point for queries and incidents, keeping management updated
* Support recruitment activity, including assessment centres
* Use systems such as Concept Evolution, Maximo, SharePoint and other FM tools
* Support business continuity processes and diagnose telephony or system issues
* Complete day‑to‑day administration such as chases and escalations
* Promote a positive team culture and lead by example
Job Requirements
* Experience in a customer service environment with team‑leader or supervisor experience
* Confident coaching, giving feedback, and managing performance
* Strong communication skills and a calm approach under pressure
* Well‑organised and able to manage changing priorities
* Proficiency with Microsoft Excel, Word and PowerPoint
* Comfortable working flexibly, including weekends and on‑call rota
Pay
* £30,000 per year
Shifts
* Monday to Friday
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