Title: Team Leader - Call Centre (12 month FTC) This is a 12 Month FTC role About KBR and the Project KBR's Estates Intelligence is a leading force in public sector Assurance, providing cutting-edge technical platforms and professional services. We support central government and specialist departments in effectively managing delivery, to achieve their strategic goals. About the Role We're looking for a confident, motivated Team Leader to guide and develop a team of Operators within our busy Call Centre environment. This role is perfect for someone who thrives on supporting people, driving performance, and keeping operations running smoothly. As a Team Leader, you'll communicate company goals, uphold safety practices, manage deadlines, and act as the first point of escalation for queries and issues. You'll also provide essential first-line support to management through regular updates, monthly 1:1s, and clear communication of contract changes and requirements. Role Responsibilities: Leading your team - Line-manage a team of Operators, answering questions, offering guidance, and providing regular feedback. Delivering monthly 1:1s - Prepare and conduct structured performance and development meetings. Coaching for quality - Provide documented coaching sessions and quality feedback across calls, emails, and dip checks. Monitoring performance - Track key metrics including Service Level, Call Abandonment, and Call Quality. Developing your team - Support Operators through the 4-tier skill progression scheme and maintain high competency levels. Ensuring contract excellence - Build strong knowledge of contract requirements and ensure SLA/KPI compliance. Driving motivation - Create a positive, engaged team culture. Supporting recruitment - Participate in assessment centres and hiring processes. Championing company values - Lead by example and inspire others to do the same. Managing systems - Develop expertise in Concept Evolution, Maximo, SharePoint and other FM applications. Handling escalations - Act as the first escalation point for issues and keep management informed. Supporting operations - Execute BCDR processes and diagnose telephony/system outages. Completing admin processes - Manage chase, escalation and other administrative workflows. Collaborating with management - Attend benchmarking sessions and support operational initiatives. What You'll Bring Experience in customer service and supervisory/leadership roles. Excellent communication, coaching, and people-management skills. A reliable, responsible, and results-driven approach. Ability to role-model professional behaviours at all times. Strong organisational skills and the ability to work flexibly. Confidence using PowerPoint, Excel, and Word. This role is based Full-Time at Swindon and includes participation in the OOH weekend rota (approx. 1 in 6 weekends) and the OOH On-Call rota.