At Epos Now, we believe our people are our greatest asset. They’re the face of our business and at the heart of everything we do. As a Team Leader, you’ll play a pivotal role in creating an environment where your team can thrive, achieve their goals, and deliver exceptional results for our customers. We’re looking for someone passionate about developing others – someone who combines open, honest dialogue with regular coaching to help their team be the very best version of themselves. What you’ll be doing Lead & inspire – Provide guidance, support, and motivation, fostering a collaborative, inclusive team culture. Performance management – Set clear expectations, monitor KPIs, and act quickly to address any performance issues. Coaching & development – Identify training needs, run coaching sessions, and document improvements month-on-month. Operational oversight – Ensure day-to-day operations run smoothly, collaborating with other departments to improve efficiency. Problem solving – Tackle escalations, working with stakeholders to resolve issues and remove performance blockers. Quality assurance – Maintain high service standards through call quality reviews, feedback, and action plans. Team engagement – Recognise achievements, keep communication open, and maintain high employee NPS scores. Skills you’ll bring Confident communicator with strong interpersonal skills. Organised, with excellent time and task management abilities. Skilled in motivating and developing individuals to meet business goals. Comfortable making data-driven decisions and taking accountability for results. Analyse data and identify trends Able to adapt to change and help others embrace it. Strong emotional intelligence – able to read situations and people accurately. Resilient under pressure with a proactive, solutions-focused approach. Experience you’ll have Proven track record in a leadership or a senior team role, ideally in a fast-paced, customer-focused environment. Experience managing KPIs, performance plans, and day-to-day team operations. Demonstrated ability to coach and develop people effectively. Familiarity with quality assurance processes and using feedback to drive improvement. Working knowledge of CRM e.g. Salesforce is a plus. How you’ll live our values Customer – Communicate with clarity and confidence to ensure excellent customer outcomes. Mission – Set and achieve stretching targets, taking ownership of results. Ownership – Plan and organise your work effectively to deliver on commitments. Innovation – Adapt quickly to change and help your team understand and embrace it. Trust – Show respect for others, act with integrity, and read situations with emotional intelligence. Shared Success – Encourage collaboration and help others raise their performance. Interview process Short phone screen with our Recruitment Team. Two-stage interview process. If you currently work for Epos Now, please speak with your manager before applying.