Team Leader - Call Centre

Team Leader – Call Centre

We are actively looking for a Team Leader for a growing call centre to join our client based in Swindon.

This is a 12‑month fixed‑term contract with an opportunity to be extended for suitable candidates.

• Line manage a team of Operators, providing day‑to‑day support and guidance
• Run monthly 1‑on‑1s and keep performance and development plans up to date
• Coach and quality‑check calls and emails, providing clear feedback and action steps
• Monitor KPIs including service level, call abandonment, and call quality
• Support training and progression through the skills framework
• Ensure contract requirements and SLAs are understood and met
• Act as the first escalation point for queries and incidents, keeping management updated
• Support recruitment activity, including assessment centres
• Use systems such as Concept Evolution, Maximo, SharePoint and other FM tools
• Support business continuity processes and diagnose telephony or system issues
• Complete day‑to‑day administration such as chases and escalations
• Promote a positive team culture and lead by example

• Experience in a customer service environment with team‑leader or supervisor experience
• Confident coaching, giving feedback, and managing performance
• Strong communication skills and a calm approach under pressure
• Well‑organised and able to manage changing priorities
• Proficiency with Microsoft Excel, Word and Power Point
• Comfortable working flexibly, including weekends and on‑call rota

• £30,000 per year

• Monday to Friday