Team manager – Contact Centre Gateshead
Hybrid (up to 3 days/week in-office)
Are you looking to join an industry leading business that works with global brands? If this sounds like you, we’re looking for a passionate and driven Team Manager to lead a team of up to 12 Customer Service Advisors in a multilingual contact centre.
Reporting to the Customer Services Manager and supported by a dedicated Team Supervisor, you'll play a key role in creating a high-performing, engaged, and continuously improving team - while ensuring customers receive an outstanding service.
Up to £32,000 + annual bonus scheme
~ Holidays: 25 days + bank holidays + your birthday off
~2 x Death in Service Benefit
Run regular 1:1s, feedback sessions, and performance reviews that support growth and accountability
Monitor quality, identify trends, and drive targeted improvements through coaching and training
Handle escalated queries and complaints with professionalism and empathy
Collaborate with Forecasting, Planning, and Client Delivery teams to meet SLAs and KPIs
Support onboarding, training, and early development of new team members
Champion a culture of continuous learning and ownership of performance
Use performance data to recognise success and identify coaching opportunities
Work closely with the Customer Services Manager to embed a people-focused, performance-led culture
Proven experience as a Team Leader/Manager or Supervisor in a contact centre or service environment
Experience in a multilingual contact centre is highly desirable
Confident in delivering feedback, coaching sessions, and driving quality improvements
Data-savvy and confident using metrics to guide decisions
Passionate about customer service and team development
A second language (especially French, German, or Spanish) is a big plus
If you’re ready to lead with purpose and help shape a positive, high-performing team ,click ‘apply now’ and a member of the team will be in touch.
Our aim is to create an environment that encourages diversity, builds on individual differences, and responds equitably to the needs of all. We proactively take steps to fulfil our legal obligations, remove barriers, monitor for fairness, reflect the communities we serve, and enforce a zero-tolerance policy for breaches of our Equality and Diversity policy.