Job Opportunity: Contact Centre Team Leader

Salary: up to £28,500 per annum (DOE) + £2,000 on-call bonus and excellent benefits packageLocation: Hybrid - NorwichShift Pattern Options:

• Tuesday - Saturday (Various working shifts available but full flexibility required)

About the RoleAs a Contact Centre Team Leader, you’ll lead a team of Call Handlers, providing them with guidance, mentorship, and operational support to maintain top service levels. You’ll oversee 20+ direct reports and work as part of a larger management team.

Key Responsibilities

• People Management: Motivate the team, promote a positive work environment, and use initiative to resolve challenges.
• Support & Training: Conduct staff appraisals, one-on-ones, performance reviews, and provide training as needed.
• Performance Management: Manage performance and absence processes, from reviews to implementing improvement plans.
• KPI Monitoring: Track KPIs, strategize to meet them, and ensure TSA standards.
• Recruitment & Rota Support: Participate in recruitment, assist in scheduling, and provide 24/7 staff support on a 5-week rotational basis.
• Emergency Handling Support: Learn call handling to assist during peak times or compliance needs.

Perks & Benefits

• 31 days holiday, increasing with service
• Discounts on groceries, holidays, restaurants, and more
• 24/7 Employee Assistance Program
• Family and friends’ discounts on services
• Pension Scheme, up to 3% employer contribution
• Free on-site parking