Team Leader, Management

JD GYMS

ROLE:
Contact Centre Team Leader

REPORTING TO:
Contact Centre Manager

BASED: JD Gyms Contact Centre – Leeds Kirkstall Road, LS4 2AZ

To lead, support, and motivate a team of Advisors to deliver outstanding member service, drive performance, and ensure an efficient, high-quality experience across all communication channels.

• Lead, coach, and develop a team of advisors to achieve performance targets and service standards.
• Manage team workload, resource planning, and daily operational performance.
• Provide ongoing feedback, 1:1 coaching, and performance reviews to support advisor development.
• Assist with escalated member queries, ensuring timely and effective resolution.
• Monitor quality and compliance across all channels.
• Analyse performance data to identify trends, opportunities, and improvement areas.
• Support the onboarding and training of new starters to the contact centre.
• Promote JD Gyms values and foster a positive, member-focused team culture.

• Experience in a contact centre or customer service leadership role.
• Strong coaching and people‑management skills with the ability to motivate teams.
• Excellent communication, problem‑solving, and decision‑making abilities.
• Ability to work in a fast‑paced, target‑driven environment.
• Confident using contact centre systems, reporting tools, and CRM platforms.
• A strong commitment to delivering exceptional customer experience.

• Achievement of team KPIs (quality, productivity, response times, and member satisfaction).
• Improved team engagement, development, and retention levels.
• Consistent delivery of high customer satisfaction and reduced complaint escalations.
• Effective coaching evidenced through skills growth and advisor performance.
• Smooth and reliable day‑to‑day operations with minimal service disruption.