Contact Centre Team Leader

Location Manchester
Discipline: Internal
Job type: Permanent
Contact name: Charlotte Housley

Contact email:
Job ref: 027322
Published: 15 days ago

Role: Contact Centre Team Leader  / CR2

LocationBalloon Street, Manchester

Contract: Permanent 

Hours: Full-Time - 35 hours (Mon-Fri between 8-8pm and every other Sat 9am-5pm) 


Number of vacancies – x3 permanent x1 secondment  


What you will be doing: 

  • Lead, develop, coach and motivate colleagues as People with Purpose to ensure they are aware of and capable of delivering their responsibilities and to ensure the creation and maintenance of a high performance culture and a Customer First ethos focused on delivering to customer needs.
  • Plan, organise, oversee and monitor team activities against scorecard objectives, standards and service levels, agreeing and taking actions to improve capability and performance, so that the team achieves its maximum potential.
  • Lead the effective delivery customer transactions including complaint handling, across all team members whilst ensuring adherence to all regulatory requirements.
  • Resolve customer complaints and queries escalated from team members, only further escalating critical problems as appropriate identifying and highlighting trends / emerging issues to enable their early resolution.
  • Develop team understanding of business plans, and current performance, to enable them to contribute effectively to delivering to customer needs and to the performance and continuous improvement of the business.
  • Participate in the development, and maintenance of procedures, systems and processes to support the effective delivery of operational activities, and manage the effective implementation of any changes and developments into the work of the team.
  • Participate in, or lead as appropriate, projects, ensuring responsibilities as part of the project team are delivered to plan.
  • Embed a culture focused on the quality of customer outcomes
  • Delivery of enhanced risk management activity which ensures that customer facing activities are driving reduced customer detriment and improved customer outcomes.
  • Demonstrate an understanding of the risks within the activity undertaken in the area and the controls that operate to mitigate those risks.
  • Support and drive the transformation and cost agenda through initiatives such as channel migration, clear and simple and one and done.
  • Participate in recruitment activities.
  • Carry out all required people management activities, including effectively implementing performance management processes to enable colleagues to maximise their performance and address individual performance issues to ensure the smooth functioning of the team.

What’s on offer:


We reward colleagues with more than just completive salary and bonus scheme, we offer an attractive range of benefits including work life balance and wellbeing options.

  • 27 days holiday at start, rising to 30 days. Additional 8 days bank holiday which can be worked giving you more flexibility to use your bank holidays when you want to spend with friends and family.
  • Competitive pension with bank contribution up to 10% based on your contribution for example you pay 4% we pay 8% / income protection / life assurance.
  • Colleague bonus scheme
  • 2 paid days for volunteering per year to support local charities and communities.
  • Family friendly policies and supportive working environment
  • Over 800 employee retail discounts.
  • To find out more about what we can offer you and why our colleagues rate us so highly, please visit and take a look at our Colleague Value Proposition.

What you will need:


*       Proven capability of leading, developing and motivating an operational team within a contact centre environment

  • Ability to deliver results through others
  • Ability to work in a highly challenging environment whilst maintaining the customer at the forefront of all activities
  • Excellent presentation skills.
  • Track record of improving customer and colleague experiences.
  • Good stakeholder management skills, has the ability to communicate with all levels across the organisation.
  • Good planning and organisation skills.
  • Flexible and agile to meet changing customer and business demands