Team Leader Customer Services – Beeston, NG9 1LA
Team Leader – Customer ContactLocation: Beeston, Nottingham, NG9 1LA Contract: Permanent based on a 37.5hr week Salary Banding: 38,447 – 40,470Were looking for a motivated and experienced Team Leader to guide and inspire our Contact Centre team in delivering outstanding service to our customers.In this role, youll be responsible for leading daily operations, managing performance, and driving continuous improvement, while ensuring an excellent customer experience across telephony and digital channels. Youll play a key part in helping us achieve both team and corporate KPIs, particularly within housing, property repairs, and maintenance services.Key ResponsibilitiesLead, coach and motivate a team to achieve challenging KPIs and service targetsManage day-to-day workflows, delegate tasks, and provide clear directionAct as a key escalation point for complex customer queries, including supporting the Out of Hours Repairs serviceEnsure exceptional customer experience across all contact channelsMonitor performance and implement improvement plans to drive resultsSupport effective resource planning and operational deliveryFoster a collaborative, engaged and high-performing team cultureAct as Manager designate when required, providing leadership in the absence of your line managerWhat Youll Be DoingActing as the link between management and frontline colleaguesResolving issues quickly and efficiently while maintaining service qualitySupporting a 24/7, 365-day service, working on a rota basis outside of contact centre opening hoursDriving engagement and development within your team through coaching and feedbackContributing to strategic initiatives that enhance performance and customer satisfactionAbout YouProven experience in a Team Leader or supervisory role within a contact centre or similar environmentStrong leadership skills with the ability to motivate and develop othersExperience managing KPIs and driving performance improvementsExcellent communication and problem-solving abilitiesAbility to remain calm under pressure and handle escalations effectivelyCustomer-focused with a passion for delivering exceptional service…