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