Contact Centre Team Leader

Key Responsibilities

• Leads by example, role modelling behaviours and ways of working that create a positive team culture and excellent guest experience.
• Supports team members to maximise sales and customer service opportunities by understanding guest needs and recommending suitable products and services.
• Handles guest objections positively, using problem-solving skills to achieve the best outcome.
• Ensures discounts and promotions are applied appropriately, protecting business performance while maintaining guest satisfaction.
• Manages guest complaints effectively, resolving issues quickly and professionally.
• Delivers clear and engaging team communication, including daily briefings, business updates, and recognition of successes.
• Sets, monitors, and drives performance against key performance indicators (KPIs), including conversion, tariff, and auxiliary targets.
• Supports operational needs by handling inbound sales, customer care, and general enquiry calls when required.
• Works collaboratively across the Contact Centre, supporting areas such as social media and administration during peak periods.
• Uses call quality assessments to monitor standards, provide constructive feedback, and support continuous development.
• Conducts regular one-to-one meetings, setting performance goals and creating development plans for team members.
• Creates incentives and recognition initiatives that motivate and inspire the team to achieve their best performance.
• Maintains compliance with Data Protection, Health & Safety, and all company policies and procedures.

Skills, Knowledge & Expertise

• Previous experience leading and motivating teams within a sales or customer service environment.
• Confident communicator who engages and inspires others with energy, enthusiasm, and a positive attitude.
• Reliable and results-focused, with the ability to multitask and manage priorities in a fast-paced setting.
• Proactive problem solver with a positive, can-do approach to challenges.
• Passionate about supporting and developing team members to help them perform at their best.
• Highly motivated to deliver outstanding sales results and exceptional customer service experiences.