Customer Service & Experience Team Leader

UK816 - Your Opportunity, Your Team

We're looking for an engaging, motivated & friendly Team Leader for our Contact Centre team. This role is hybrid, requiring work from the Knowsley site four days per week.

What You'll Do

• Lead, develop, motivate and coach the team to build lasting relationships and create an engaged workplace.
• Achieve Key KPI targets including Quality, AHT, Aux, and Occupancy to manage cost and efficiencies.
• Demonstrate strong business acumen, maintaining an awareness of the wider business perspective and how team performance supports overall Contact Centre goals.
• Support the Duty Manager in pursuing wider objectives and participate in key projects to drive progress.
• Implement performance management and sick absence management actions as described in company policy.
• Build effective relationships, seek advice as needed, and own your own outcomes.

What You'll Bring

• Contact Centre leadership experience with a desire to develop personally and professionally.
• Strong coaching and communication skills.
• Proficiency with Microsoft Office Applications.

Shift Pattern

Full Time - 37.5 hours per week over 5 days. Availability required Monday Sunday between 16:00 and 02:00.

Disability Confident Scheme

QVC UK is a Disability Confident Leader, level 3 accredited employer, operating a Disability Confident Scheme ("DCS"). If you'd like to be considered under this scheme, please indicate this on the application.

Benefits

• Competitive compensation.
• Paid time off.
• Employee assistance programme.
• Parental leave.
• Paid volunteer hours.
• Company discounts.

EEO Statement

QVC Group is committed to inclusion and belonging for all and ensuring that our workplace provides equal employment opportunities for all team members and candidates and complies with all applicable federal, state, and local laws and regulations. As an equal opportunity employer, QVC Group is committed to a barrier free employment process.

If you need reasonable accommodations/support throughout, contact us at for assistance.