Contact Centre Team Leader

We are seeking an experienced and passionate Team Manager to lead a high-performing customer operations team.

This role is ideal for a people-focused leader who is passionate about service delivery, team development, and operational excellence. The successful candidate will be responsible for coaching, mentoring, and motivating a team to consistently deliver exceptional customer experiences while achieving operational and regulatory standards.

The Team Manager will play a critical role in driving team performance, maintaining quality standards, and ensuring compliance with FCA regulations, client expectations, and insurer partner requirements. A strong focus on customer journey management, performance improvement, and stakeholder engagement is essential.

The team also supports the sourcing, ordering, and supply of parts and materials through strong relationships with manufacturers and suppliers worldwide to fulfil insurance claims and service requests.

Key Responsibilities

• Lead, motivate, and support team members to ensure key deadlines and service level agreements are consistently achieved.
• Provide coaching, guidance, development support, and performance management to team members.
• Conduct regular Performance Development Reviews, delivering constructive feedback to support continuous improvement.
• Collaborate with support teams to identify opportunities for process improvements, efficiencies, and system enhancements.
• Manage daily team workloads effectively, ensuring optimal resource utilisation.
• Address staffing matters including performance concerns, absence management, and employee engagement.
• Build and maintain strong relationships with clients, suppliers, and key stakeholders.
• Work collaboratively with other Team Managers to ensure seamless customer transitions between departments.
• Support the implementation and integration of new business activities and workflows.
• Maintain robust training plans and skills matrices to ensure a multi-skilled and adaptable team.
• Ensure all regulatory requirements, company policies, and documented procedures are consistently followed.
• Demonstrate and maintain team competency through ongoing development and compliance awareness.

Skills & Experience Required

• Strong understanding of customer service operations within a regulated environment.
• Previous experience managing contact centre teams within a multi-channel environment.
• Proven ability to lead, motivate, and develop teams within a fast-paced, target-driven setting.
• Excellent knowledge of operational processes, customer service procedures, and performance management practices.
• Strong analytical skills with the ability to interpret management information and performance data.
• Ability to identify root causes, solve problems effectively, and implement practical solutions.
• Excellent organisational and prioritisation skills.
• Strong communication and stakeholder management abilities, with the capability to adapt communication styles to different audiences.
• Effective decision-making and influencing skills.
• A customer-centric mindset with a passion for delivering exceptional service.
• Ability to build collaborative relationships across teams and departments to support best practice sharing and issue resolution

Why this role ?-

• Supportive and inclusive company culture
• Genuine opportunities for career progression and development
• Collaborative leadership team and positive working environment
• Opportunity to make a real impact within a growing business
• A business that values its people as much as its customers