We are looking for a confident communicator who thrives on problem-solving, decision-making, and motivating others. As a Team Leader in our busy Contact Centre, you will play a key role in the day-to-day running of our Service Centre operations. You'll support, guide, and inspire a team of associates while ensuring the department achieves its KPIs and delivers exceptional service. This is a hands-on leadership position where you will manage escalations, navigate challenging conversations, drive continuous improvement, and support customer satisfaction across every touchpoint. Key Responsibilities Ensure the Service Centre meets its performance targets and KPIs Lead, support, and develop your team of associates Champion and model Hunter Douglas' values in all interactions Set and maintain high standards of behaviour and professionalism Conduct regular 1-to-1s, reviews, and performance appraisals Delegate tasks effectively and manage daily workloads Provide ongoing coaching, guidance, and development opportunities Monitor quality and productivity, driving high performance Identify ways to improve processes, efficiency, and customer experience Set clear objectives and plan ahead while adapting to changing needs Manage time effectively and track progress against deadlines Deliver high-quality outcomes within agreed timescales Use your deep understanding of customer needs to influence service delivery and improve overall business performance What We're Looking For A proactive mindset with the ability to generate new ideas and identify improvements Experience handling complaints and managing escalations Strong initiative and the ability to work with minimal supervision Excellent problem-solving and decision-making skills Effective time management and organisational capabilities Proven customer service experience Confidence working with MS Office applications, including Word, Excel, PowerPoint, and Outlook Why Join Us At Hunter Douglas, you'll join a supportive, collaborative, and forward-thinking environment where your ideas and leadership genuinely make an impact. You'll work alongside other Team Leaders who share a passion for excellence and continuous improvement, with the opportunity to shape service delivery and elevate the customer journey. We value your growth, encourage development, and recognise achievements, making this a great opportunity to step into a rewarding leadership role. Please ensure you speak to your line manager before applying. Everyone who applies will receive a response.