[Hiring] Contact Centre Team Leader @Capita

Role Description

We're looking for an experienced Contact Centre Team Leader to lead, motivate and develop a team of Customer Service Advisors delivering high-quality customer support. This role is ideal for someone with proven experience leading teams, managing performance against targets and service standards, and creating an environment where colleagues can achieve both individual and team objectives.

This is a home based role.

What you'll be doing:

• Lead and manage a team of Customer Service Advisors, ensuring performance targets, service levels and quality standards are consistently achieved.
• Monitor performance against key performance indicators (KPIs), service levels, quality standards and customer satisfaction measures.
• Conduct one-to-one meetings, coaching sessions and performance reviews to support development and wellbeing.
• Develop and implement coaching and development plans to improve individual and team performance.
• Promote a positive customer-focused culture that encourages professionalism and high-quality service delivery.
• Support continuous improvement activities by communicating operational updates, managing change initiatives and working with internal stakeholders.

Qualifications

• Previous experience leading and managing a team within a customer service or contact centre environment.
• Proven ability to monitor and manage individual and team performance against KPIs, service levels, quality standards and customer satisfaction measures.
• Experience conducting one-to-one meetings, coaching sessions and performance reviews to support employee development and improve performance.
• Ability to use performance data, management information and quality assurance feedback to identify opportunities for improvement and drive results.
• Experience developing and implementing coaching and development plans to improve individual and team performance.
• Strong communication and stakeholder management skills, with the ability to work collaboratively across operational support functions.

Benefits

• A competitive basic salary of £30,000.
• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave.
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice.
• Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more.
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology.
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform.
• The flexibility that comes with working from home.

Company Description

Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences.