Operations Team Leader - Home

Team Leader – Home Operations  

As a result of our UK Retentions department expanding significantly, we are seeking contact centre Team Leaders with experience to join us on our onshoring journey.  

You will be supporting our customers across multiple journeys including Join, Change & Renew, adapting your approach to deliver a positive customer outcome  

You will be responsible for building a culture of excellence within your team by giving clear guidance and making sure colleagues know how important their role is in delivering our business strategy. You will do this by recognising achievements, while creating a great team atmosphere and a learning culture.    

Keeping the customer at the heart of everything you do, you’ll be a champion for first time call resolution, demonstrating to your team how this can be achieved through effective listening, problem solving and taking ownership. 

Our approach to Hybrid Working: With hybrid working, you have more flexibility, our current in office day is Tuesday, however you can always opt to work from the office more frequently if that suits you better. It may be necessary for you to visit the office more often if we plan training and events or if you have team members who need more face-to-face coaching or guidance. 

Working Hours/ Shift Patterns: 37.5 Hours per week, a Monday to Friday rotational shift pattern between the hours of 08:00 – 19:00. 

Location:  Our fantastic Leicester office which is in the city centre and only a short walk from Leicester train station.   

Training: The first 8 Weeks in the office, once you have completed your training you will move to hybrid working 

Salary: £30,000 - £35,000 (depending on experience), plus benefits and the opportunity for further salary progression. 

 
 Knowledge & Experience:  

• A passion for people development, leadership and coaching 

• Adept at responding to customer enquiries with a focus on first-time resolution 

• Able to prioritise own workload and that of others to ensure deadlines and performance expectations are met 

• Has good self-awareness and understanding of others, able to communicate and work with a range of stakeholders and colleagues  

• Can interpret and use MI and data for team and individual performance to identify opportunities for improvement 

• The ability to support a team when they are working remotely 

• Proficient in use of Microsoft Office 

• Thrives in a fast-paced environment 

Benefits you’ll receive: 

• Up to 5% annual discretionary Bonus 

• Hybrid working (1 day per week in the office with the option to do more depending on your preference) 

• A fantastic open plan modern office  

• We promote a relaxed, friendly & diverse working environment  

• 'Harrys’ - a great onsite restaurant, with a wide range of choice at breakfast and lunchtime & an on-site Costa coffee  

• 25 days holiday and bank holidays equivalent (plus buy and sell up to 5 days) 

• Pension match up to 10% of your salary 

• Life insurance (4 x base salary)  

• Discounted Hasting Direct products  

• Discounts & cashback with well-known retailers  

• Tech scheme, cycle to work, health assessments, and skin check - on completion of probation 

• Refer a friend scheme - earn £500 for every friend you refer.  

• We will provide you will all the tech that you need! Including a brand-new Microsoft Surface laptop