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Contact Centre Team Leader

Job Function:
Customer Service
Job Type:

Our customers mean the world to us. We’ve got their back!!  That’s why we try our best to get it right for each one, first time, every time. But, of course, we’re a global brand that doesn’t sleep we are here 24/7 and here for them if they  ever need help, advice, support, From email to social media, we’re on-hand to offer care to all our customers, it’s about making for the best Customer experience.

Our Customer Service team is a 24x7, 364 day operation.  Our team leaders work with 15-18 advisors across our day or night shifts.

We are looking for a Team Leader to work a flexible shift pattern between 7am-10pm, with a minimum of 1 in 3 weekends. 
You will also be expected to work remotely from home. 

Tasks, Duties & Responsibilities:

  • Creating an inspiring and engaging team environment with an open communication culture.
  • Results driven – Delivering against KPI’s.
  • Have a passion for data and understand Customer Feedback (NPS). You will be curious and constantly looking at how your team is performing, how your team is tracking, provide coaching and set SMART objectives for improvement for both efficiency, customer and quality KPI’s.
  • Maintain Coaching and performance documents to a high standard.
  • Be people focussed and passionate about developing your team. Undertake regular 121s and coaching – Implement Performance Improvement plans/Personal development where necessary.
  • Have experience of formal people processes including managing sickness, absence and disciplinary processes.
  • Role model behaviours across the contact centre. You will be credible, have an in-depth understanding of systems, processes, and ways of working and appreciate how this impacts different teams, functions and the wider business.
  • Display self-awareness and welcome feedback on what you could do differently.
  • Support Recruitment activities – Assessment Centres.
  • #SeeitOwnit - Support colleagues with escalated queries through to resolution.
  • #SeeitOwnit – Continuous improvement - Be bold and fierce in always looking to make a difference suggesting changes to process through bright sparks.

Health & Safety:

  • Ensures that all employees within department work in a safe manner.
  • Fully understands the fire, emergency and health & safety procedures of the workplace.
  • Ensures that all potential and real hazards are taken care of immediately, and are reported appropriately.
  • Works in a safe and responsible manner, within the framework of legislation and workplace specific policies.


  • Is an ambassador for the brand.
  • Attends training, meetings and other events as requested by direct manager or senior management, including Head of Human Resources.
  • Assists colleagues by completing tasks outside own job role when requested, including supporting associated companies.
  • Maintains own working area in a professional and organised manner.
  • Always strives to improve the department’s operation and increase knowledge of own and related job functions.