Location: Swansea (Hybrid: 3 days office / 2 days WFH)
Salary: From £30,000 + excellent benefits
Employment Type: Full-time, permanent
Hoop Professional Services & HR are delighted to be supporting a leading organisation within the financial services sector in the search for an experienced Contact Centre Team Leader to join their high-performing Swansea operation.
They’re now looking for an inspiring people leader to take responsibility for a frontline team in a busy, customer-focused financial services environment.
The Role As a Contact Centre Team Leader, you will:
Lead, motivate and develop a team of 10–12 team members
Maintain high levels of efficiency, service and customer experience
Plan resource, oversee work allocation and manage recruitment with HR
Build a positive, engaged, high-performing team culture
Provide coaching, support and training to ensure capability across key tasks
Manage all people processes including 1:1s, performance reviews and team meetings
Support the Operations Manager with reporting and management information
Champion company values and uphold best practice across financial services operations
This is a hybrid role requiring three days per week onsite in Swansea, with no weekend work and no late shifts.
About You We’re looking for someone with:
Proven leadership experience in a financial services or contact centre environment
Experience managing teams of 10+
Strong communication and stakeholder management skills
The ability to coach, motivate and positively influence others
High attention to detail and a commitment to delivering excellent customer service
Drive to exceed KPIs and lead from the front
Insurance experience is beneficial but not essential
Benefits
Competitive starting salary
25 days annual leave + UK bank holidays (option to buy up to 3 extra days)
Annual discretionary bonus
Hybrid working (3 days office / 2 days WFH)
Free on-site parking
No weekend working or late shifts
Discounts & cashback savings with well-known retailers
“My Optional Extras” personalised benefits platform
Employee Assistance Programme (wellbeing, legal & financial support)
Professional development and funded qualifications
Supportive, collaborative team culture
Interested? If you're an experienced Team Leader looking for your next step within financial services, and you love developing people in a fast-paced environment, we’d love to hear from you.
Apply Now