Overview
Job reference 327678. Contact Centre Team Leader. Permanent, Full time. Hybrid working role with a requirement to attend Milton Keynes office 3 days per week. Competitive salary plus 10% annual bonus potential. 25 days annual leave plus bank holidays rising with service, and a company pension scheme with highly competitive contribution rates.
This position is based in the Royal Mail Contact Centre and focuses on leading a team to deliver exceptional customer experiences by coaching and supporting Contact Centre Advisors to meet key performance targets and service standards.
About The Role
* Lead and motivate a team of ACA Advisors to meet quality, productivity, and customer service goals.
* Coach and support team members using the Rewarding Skills process, providing daily performance feedback.
* Deliver performance targets aligned with business objectives.
* Communicate policies effectively and champion business values.
* Apply people policies consistently, including absence and performance management.
* Ensure completion of mandatory training across the team.
* Promote continuous improvement and support change initiatives.
* Collaborate across Customer Experience teams to drive consistency.
* Embrace new technologies and support others in their adoption.
* Provide real-time support and handle escalated customer queries when needed.
* Build, foster and maintain good working relationships with internal stakeholders and external customers.
* Challenge unacceptable behaviours and foster a positive team culture that promotes health and wellbeing initiatives.
* Develop personal development plans and ensure targeted training for growth.
About You
* Genuine passion for wellbeing and creating a supportive workplace environment.
* Proven experience in a customer service environment with a passion for coaching and developing people.
* Strong decision-making, negotiation, and influencing skills.
* Ability to lead and motivate both self and others.
* Excellent communication and interpersonal skills.
* Confident in having difficult conversations when necessary.
* Highly customer-focused and professional.
* Resilient with a strong “can-do” attitude and ability to work under pressure.
Extra Benefits
* Family friendly support - enhanced maternity pay, paternity leave, adoption leave and shared parental leave.
* Discounts and offers - more than 800 offers to save on groceries, days out, holidays and household bills.
* Supportive and generous company sick pay.
* Your wellbeing - 24/7 access to services and tools to support physical and mental health, financial and social support.
Next Steps
The next stage of the selection process will be a face-to-face or virtual interview consisting of competency-based and role-specific questions.
Royal Mail Group is committed to inclusion and representing the diverse communities we serve. We welcome applications from all individuals. As a Gold signatory to the Armed Forces Covenant, we especially encourage applications from the Armed Forces community, including cadet instructors and spouses/partners. If you require any adjustments to support you during the hiring process, please discuss these with your recruiter when contacted.
For more information on Royal Mail Group and our values please visit the official site.
Closing Date: 21st September 2025. The advert may close early if the appropriate number of applications is reached.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Information Technology
Industries
* Freight and Package Transportation
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