Team Leader - Customer Contact Operations

Are you an experienced customer service leader who knows how to get the best from people while delivering an excellent customer experience? We''re looking for a Team Leader - Customer Contact Operations( Manager I, Commercial Customer Care) to lead a frontline customer contact team of around 15 colleagues, including two Senior Specialists. You''ll oversee customer interactions across phone, email, chat and digital channels, ensuring customers receive a consistent, responsive and high-quality service. What will you do? You''ll take ownership of the day-to-day performance of the team, balancing customer experience, productivity and employee engagement. Key responsibilities include: Lead, coach and develop a high-performing customer contact team. Deliver against service levels, productivity, quality and customer experience targets. Manage workload and resources to meet changing customer demand. Coach colleagues, manage performance and support career development. Take ownership of complex customer issues and escalations. Use performance data and customer feedback to identify improvements. Drive continuous improvement, automation and digital self-service. Lead your team through operational, organisational and technology change. Partner with teams across Sales, Technical Support, Services, Logistics, Marketing and Customer Care. What will make you successful? Experience leading a customer service, contact centre or customer support team. Strong people leadership, ..... full job details .....