Contact Centre Team LeaderSalary: £30,000 per annum, plus monthly Team Performance Bonus Incentives
Location: Norwich NR7
Contract: Full time, permanent
Shift pattern: 37.5 hours per week, Monday to Friday, with varying shifts between 8am and 6pm (one hour unpaid lunch)
Work model: Hybrid (minimum of 3 days in office)Williams Lea and TSO seek a Contact Centre Team Leader to join our team!The Contact Centre provides inbound customer services support for many of TSO’s high-profile clients. We answer customer queries quickly and efficiently and help customers use our products effectively. The Contact Centre Team Leader will lead, coach, and support one of our contact centre teams to deliver exceptional customer service.As a Contact Centre Team Leader you will be a leader, trainer, coach and administrator all rolled into one! Working with the TSO contact centre leadership, and alongside our operational, sales, marketing and client service teams, you will ensure a high standard of service performance to clients and customers who contact us through telephone, written correspondence, email and web chat.This role combines operational oversight, staff development, and quality assurance to ensure compliance with strict policies, service level agreements, company standards and legislation.
You will act as a key point of escalation, manage team performance, and drive continuous improvement while maintaining strong relationships with clients and internal stakeholders.Key responsibilitiesTeam leadership and performanceMotivate, coach, and develop team members to achieve individual, departmental, and business targetsConduct regular performance reviews and implement training plansPrepare and deliver inductions and ongoing training sessions for staffSupport succession planning and career development within the teamSupport the Head of Customer Engagement and Fulfilment to ensure best-in-class customer service across the wider team and in support of business objectivesOperational managementEnsure queries are processed accurately and within required timescalesMonitor compliance with contractual agreements, policies and service level targets for written and telephone enquiriesMaintain processes which are accurate, clear and easy-to-follow and regularly review these to ensure they remain fit for purposeOversee complaint handling and escalation processes, ensuring timely and professional resolutionMaintain and update training manuals, competency frameworks, and help pagesQuality and continuous improvementPrepare reports on quality, customer care, and satisfaction for review by leadership and clients; identify trends and make data-driven decisionsFoster a professional, always-learning culture where learning is embedded into daily operationsIdentify opportunities for process improvement and work with relevant parties on implementationCustomer and client engagementAct as an effective escalation point for complex or challenging customer issuesBuild and maintain strong relationships with clients and internal teamsAlign team resource with client priorities and TSO business strategyCompliance and standardsEnsure adherence to company policies, HR frameworks, and ISO standardsWork to deadlines and manage priorities effectively under pressureAdhere, at all times, to relevant legislation and standards – including around data privacyKey skills and attributesStrong leadership and motivational skillsExcellent attention to detail and ability to work to tight deadlinesClear and confident communicator (verbal and written) with strong presentation skillsProficient in Microsoft Word and Excel; PowerPoint experience desirableAbility to multi-task and manage competing prioritiesCustomer-focused with strong relationship-building skillsAnalytical mindset with ability to identify and implement improvementsA proven track record in delivering exceptional customer serviceResponsible, conscientious, and adaptableMinimum 5 years’ experience working in a customer services environmentRewards and BenefitsWe believe in supporting our employees in both their professional and personal lives. As part of our commitment to your well-being, we offer a comprehensive benefits package, including but not limited to:25 days holiday, plus bank holidays (pro-rata for part time roles)Salary sacrifice schemes, retail vouchers – including our TechScheme which can be used on a range of gadgets such as Smart TV’s, laptops and computers or household appliances.Life AssurancePrivate Medical InsuranceDental InsuranceHealth AssessmentsCycle-to-work schemeDiscounted gym membershipsReferral SchemeYou will also have the opportunity to work for a global employer who is dedicated to offering each and every employee an enjoyable, challenging and rewarding career with future career development prospects!Equality and DiversityThe Company values the differences that a diverse workforce brings to the organisation and will not discriminate because of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (which includes colour, nationality and ethnic or national origins), religion or belief, sex or sexual orientation (each of these being a “protected characteristic” in discrimination law). It will not discriminate because of any other irrelevant factor and will build a culture that values openness, fairness and transparency.If you have a disability and would prefer to apply in a different format or would like to make a reasonable adjustment to enable you to make an interview please contact us at (we do not accept applications to this email address).View our Privacy Notice
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