Team Leader

Team Leader

Hours:  37.5 per week; evening, weekend and on call work as required
Salary: £20,963 starting salary (£21,450 after 1 year of service and achievement of performance parameters)


Operate on the front line of service delivery within a busy 24/7 contact centre environment working with some of the countries well know charities as well as smaller key charity, government and 3rd sector organisations. Ensuring quality and performance levels meet and exceed expectations on challenging service lines. Work as key management figures with responsibility for the effective daily operations of their team including recruitment, onboarding, training and development activities.

You will be required to:

  • To provide a high level of customer service, assisting with customer enquiries and complaints, whilst also overseeing a team of customer service advisors
  • To coach, develop and motivate the team and monitor their performance on a daily, weekly and monthly basis to ensure all personal targets are being achieved in accordance with QMS
  • To ensure departmental KPI’s are being achieved whilst adhering to SLAs
  • To undertake 121’s, meetings, appraisals and to comply with HR procedures in accordance with company policy
  • To ensure adequate resources are available to meet customer and contract needs.


Main duties and responsibilities


  • Setting and meeting performance targets for speed, efficiency, sales and quality
  • Managing the daily running of your team within a busy contact centre environment
  • The delivery of an inbound and outbound service as and when required, with a view to maintaining compliant service delivery
  • Liaising with Supervisors, other Team Leaders, team members, Contract Managers, external customers and other colleagues to gather information and resolve issues
  • Following the Quality Management System, to improve quality and minimise errors
  • Reviewing the performance of staff, identifying training needs and planning training sessions
  • Handling complex customer complaints or enquiries
  • Organising staffing, including shift patterns and the planning the number of employees required to meet demand
  • Improving performance by raising efficiency
  • Managing compliance to HR policies for contact centre staff
  • Ensuring the office is adequately prepared and organised for the arrival of employees and any visitors
  • Reporting findings/results to management on a regular basis, putting forward ideas and recommendations concerning the development of employees and the improvement of procedures and policies currently in place
  • Lead by example with regards to behaviours acting professionally at all times and driving Connect Assist’s culture
  • Operate within and as a driver of a diverse, inclusive and supportive working environment
  • Work with the Recruitment Manager as required in the hiring of new employees and the continuous improvement of the recruitment process
  • Developing constructive and cooperative working relationships with colleagues
  • Operate in compliance with all company policy & procedures, HR best practice and relevant regulations required e.g. PCI, GDPR, ISO 27001, 9001 and 14001


Skills and experience


  • Good standard of education
  • At least 2 years of experience in a similar role
  • Delivering a telephone and / or online based service
  • Supervisory experience
  • IT literate with full working knowledge of MS Office Suite planning and co-ordinating
  • Coaching & developing staff
  • Delivering customer focused services
  • Excellent communication and interpersonal skills
  • Reflection and analytical skills
  • Sound decision making

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