Contact Centre Team Leader

About the role

We are seeking an experienced and motivated Contact Centre Team Leader to manage a high‑performing customer service team in Redhill. You will lead a group of advisors, ensuring multi‑channel support is delivered with a focus on first‑contact resolution and a positive customer experience.

Key responsibilities

• Lead, motivate and develop a team of Customer Service Advisors.
• Monitor performance, provide regular feedback, coaching and support.
• Handle escalated or complex enquiries and complaints.
• Ensure high first‑contact resolution rates and quality outcomes.
• Allocate resources and manage workloads to meet service level agreements.
• Track call volumes and staffing to maintain performance standards.
• Drive continuous improvement using service data and customer insights.
• Maintain accurate use of CRM, telephony and digital systems, and keep clear customer records.
• Support project delivery and organisational change initiatives.

Required profile

• Proven experience leading teams in a contact centre or customer service environment.
• Strong background in handling complaints and complex customer issues.
• Ability to coach, motivate and develop team members.
• Confident dealing with vulnerable or sensitive customer situations with empathy.
• Good understanding of customer experience principles and data protection (GDPR).

Required skills

• Microsoft 365
• CRM systems
• Call centre telephony platforms