Call Centre Team Leader

Team Leader - Call Centre Operations

Location: Swindon
Contract: Full-Time, 12-Month Fixed-Term Contract

Are you a motivated and people-focused leader with a passion for driving performance and developing teams? We are looking for an experienced Team Leader to join our busy Call Centre operation in Swindon.

This is an excellent opportunity to lead a team of Operators, ensuring exceptional service delivery while supporting, coaching, and developing individuals to achieve their full potential. You will play a key role in maintaining operational excellence, meeting service targets, and creating a positive, high-performing team culture.

Key Responsibilities Team Leadership & Development

• Line-manage a team of Operators, providing guidance, support, and regular feedback.
• Conduct structured monthly 1:1 meetings focused on performance and development.
• Deliver coaching sessions and quality feedback across calls, emails, and customer interactions.
• Support team members through the 4-tier skills progression programme.

Performance Management

• Monitor and manage key operational metrics, including Service Level, Call Abandonment, and Call Quality.
• Ensure contractual SLAs and KPIs are consistently achieved.
• Motivate and engage your team to deliver high levels of performance.

Operational Support

• Act as the first point of escalation for operational queries and issues.
• Support Business Continuity and Disaster Recovery (BCDR) processes.
• Assist in diagnosing telephony and system outages.
• Manage escalation, chase, and administrative processes.

Stakeholder Collaboration

• Support recruitment activities, including assessment centres and interviews.
• Attend benchmarking sessions and contribute to operational improvement initiatives.
• Develop expertise in systems including Concept Evolution, Maximo, SharePoint, and other FM applications.
• Provide regular updates and support to management teams.

About You

To be successful in this role, you will have:

• Previous customer service experience within a call centre or contact centre environment.
• Supervisory or team leadership experience.
• Strong communication, coaching, and people management skills.
• Excellent organisational and problem-solving abilities.
• A proactive, reliable, and results-driven approach.
• Good working knowledge of Microsoft Word, Excel, and PowerPoint.
• The ability to lead by example and promote company values.

What's on Offer?

• 12-Month Fixed-Term Contract
• Full-Time Position (40 Hours Per Week)
• Opportunity to join a globally recognised, listed business
• Supportive and collaborative working environment
• Valuable leadership and development experience

Working Pattern

This role is based full-time in Swindon and includes participation in:

• Out-of-Hours Weekend Rota (approximately 1 in 6 weekends)
• Out-of-Hours On-Call Rota

Salary: Insert Salary

If you are an experienced Team Leader looking for your next challenge within a fast-paced customer service environment, we would like to hear from you.