Pay: £32,000.00-£35,000.00 per year
Team Manager – Contact Centre (Utilities Sector), Tamworth
We’re looking for a driven and experienced Team Manager to lead a growing outbound and inbound team within a fast‑expanding utilities company based in Tamworth. In this role, you’ll take ownership of a team of 10 inbound and outbound agents, focused on booking meter reads and meter upgrades for existing customers. You’ll also act as a key point of contact for our field‑based meter engineers, ensuring seamless communication between office and field operations.
Key Responsibilities
* Lead, coach, and develop a team of 10 call agents, with plans to scale to 20 as the business grows
* Drive team productivity, efficiency, and overall performance
* Monitor KPIs, call quality, and service levels to ensure targets are consistently met
* Support and coordinate with field‑based meter engineers to optimise scheduling and service delivery
* Identify opportunities for process improvements and implement best practices
* Motivate and engage the team to deliver a high standard of customer service
What We’re Looking For
* Previous experience managing a contact centre or call centre team
* Strong leadership skills with a track record of improving performance
* Ability to manage both inbound and outbound operations effectively
* Comfortable working in a fast‑paced, target‑driven environment
* Excellent communication and organisational skills
What’s On Offer
* Competitive salary of £32,000 – £35,000
* Bonus
* Opportunity to grow and shape a team as the company expands
* Supportive and forward‑thinking work environment
If you’re passionate about leading teams, driving results, and being part of a growing business, we’d love to hear from you.
Job Type: Permanent
Work Location: In person
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