Join the Wellness Revolution at Holland & Barrett!
At Holland & Barrett, we're more than just a high-street retailer — we're a leading global health and wellness brand with over 150 years of heritage. We are passionate about helping people live healthier, happier lives through products ranging from vitamins to vegan foods. We are driven by purpose and innovation, and we need talented individuals to support our operations behind the scenes.
The Role
Lead the Team That Keeps Everything Moving
We are seeking a Contact Centre Team Leader ready to make an immediate impact. If you excel in leadership, thrive in fast-paced environments, and have a talent for transforming good teams into great ones, we want to hear from you.
What’s the role?
This position involves more than management — it’s about shaping and leading. You will oversee our frontline support team, the primary contact for stores and colleagues seeking assistance. Your role will include bringing structure, energy, and a coaching mindset to enhance performance and ensure quality calls.
What You'll Be Doing
* Leading, coaching, and motivating a team in a dynamic contact environment, focusing on call quality, speed, and professionalism.
* Driving performance against key KPIs such as 80% of calls answered within 20 seconds, meeting or exceeding quality standards, and managing escalations efficiently.
* Managing team routines including huddles, 1:1s, feedback sessions, coaching plans, and tracking progress.
* Enhancing team performance by challenging behaviors, coaching habits, and fostering a culture of ownership and pride.
* Ensuring adherence to procedures and scripts, and helping the team understand the rationale behind their tasks.
* Identifying patterns in incoming issues and escalating significant themes as necessary.
* Maintaining up-to-date documentation and promoting continuous improvement with your peers.
The Person
* Extensive experience in contact centres, customer support, or fast-paced operational teams.
* A natural leader with confidence to guide teams through change.
* Proven skills in coaching, performance management, and raising standards.
* Comfortable providing feedback and setting clear expectations.
* Obsessed with process, quality, and doing things correctly every time.
* Energetic, clear communicator with a results-oriented mindset.
Ready to lead and make a difference?
Apply today and help us build a healthier world — one support call at a time.
Additional Benefits:
* Technology Incentive Scheme — bonus schemes starting at 10% for all grades in Technology.
* Long-term career development opportunities at Holland & Barrett.
* Pension contributions of 3% & 5%.
* 28 or 33 days holiday per year for your wellbeing.
* Refer and Earn Scheme — earn money by referring new colleagues.
* Epic Extras — access to exclusive benefits, discounts, and savings.
* 25% staff discount on products from day one.
* Free 24/7 Confidential Advice & Colleague Welfare services.
* Qualified Mental Health First Aiders on staff.
* Reward and Recognition schemes for your hard work and loyalty.
The Company
* Holland & Barrett is a trusted leader in health foods, vitamins, and supplements, supported by highly trained staff.
* We anticipate significant growth and investment, embracing change and driving speed in all we do.
* Join us and see how far you can go…
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