£30,000 - £32,000
Full-time on site - shifts between 8am - 8pm
Rotational weekends - 1 in 3
CCP are looking for an enthusiastic and engaging Contact Centre Team Leader who is passionate about helping people grow and creating memorable customer experiences. You'll ensure daily operations run smoothly, monitors KPIs and foster a positive, high performing team culture.
Offering traditional customer care, this family-run business has over 30 years' experience delivering outstanding service to loyal customers across the UK. They are now on the lookout for a Contact Centre Team Leader to join a friendly, hard-working team! If you're passionate about leading, love helping people reach their best, and take pride in ensuring customers enjoy an excellent experience every time — this could be the perfect fit for you.
Team Leader - Key Responsibilities
Lead, coach, and mentor a team of customer service agents to meet or exceed performance targets.
Conduct one-on-one sessions, performance reviews, and team meetings.
Provide real-time feedback, support, and guidance to improve service quality and productivity.
Handle escalated customer issues and ensure timely resolution.
Monitor agent call quality and service levels to ensure compliance with standards.
Manage daily workflow and ensure adequate coverage across shifts.
Analyse call metrics (AHT, FCR, CSAT, etc.) to identify trends and improvement opportunities.
Identify and rectify training needs and skill gaps, encouraging continuous learning and skills enhancement
Support onboarding of new team members.
Ensure adherence to company policies, procedures, and regulatory requirements.
Always maintain data protection and confidentiality.
Support implementation of quality assurance initiatives and process improvements.
Prepare and deliver performance and operations reports to management.
Communicate company updates, goals, and expectations clearly to the team.
Act as a liaison between frontline agents and management to relay feedback and suggestions.
What You'll Bring
Strong leadership and people management skills.
Exceptional communication and interpersonal abilities.
Understanding of customer service metrics and best practices within a fast-paced contact centre.
Resilience under pressure and ability to prioritise tasks.
Possess an analytical and problem-solving mindset.
Sound understanding of contact centre technologies (CRM, telephony, workforce tools).
Your Background
Minimum 2-3 years' experience leading in a contact centre environment.
Proven track record of achieving service and performance targets.
Proficiency in MS Office and customer management systems.
Flexible to work shifts, weekends and holidays depending on business needs.
Benefits
Free onsite parking.
Staff discount.
Medical cash plan.
Discounted gym memberships.
Pension.
Additional holiday entitlement.
Cycle to work scheme.
Progressive culture.
Apply today to be considered for the Contact Centre Team Leader. This is a fantastic opportunity to join a wonderful organisation built on high standards, passion, innovation, and quality. For more information, contact Tim Campion on 0208 989 7779.
CCP has passionately supported candidates with 'customer contact' job opportunities since 2010. We focus on partnering with our fantastic clients, immersing ourselves in their brand when they're looking for talented, culturally aligned people to join their business. CCP are proud to support many of the world's best brands, helping them source talent, embrace diversity and build inclusive workplaces.
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