Team Leader - Contact Centre (Glasgow)
Location: Glasgow
Department: Contact Centre
Are you passionate about delivering excellent customer service and inspiring others to do the same? We're looking for a Team Leader to guide and support a high-performing Customer Services team, ensuring an exceptional experience for every customer.
We welcome applications from candidates with people-management experience in contact centres, retail, or hospitality, including those who have led teams as managers in fast-paced hospitality environments.
About the Role
As a Team Leader, you'll play a key part in driving service quality, performance and continuous improvement within the Contact Centre. You'll lead a team of Customer Service Representatives, creating an environment where people are motivated, supported and equipped to deliver outstanding customer outcomes.
What You'll Do
1. Lead, coach and support a team of 12 Customer Service Representatives.
2. Manage resources and workloads to meet service and performance targets.
3. Monitor results, address gaps and drive continuous improvement.
4. Support team development through training, feedback and clear objectives.
5. Maintain high standards of quality, compliance and customer focus.
6. Communicate effectively through periods of busi...