Contact Centre Team Leader (12‑Month Fixed‑Term)

About the role

Santander Consumer Finance UK (SCUK) is seeking a Contact Centre Team Leader on a 12‑month fixed‑term contract. Based in Redhill, Surrey, you will manage a team of 12‑15 agents, ensuring excellent customer journeys and meeting service level agreements.

Key responsibilities

• Proactively resolve issues that could impact service levels while maintaining quality.
• Manage resources flexibly to align with shifting priorities.
• Ensure compliance with corporate governance and regulatory standards.
• Oversee quality assurance and control processes.
• Recruit, coach, mentor, and develop team members; conduct performance reviews.
• Deliver monthly results and one‑to‑one feedback sessions.
• Drive continuous improvement and best‑practice initiatives.
• Handle risk escalation in line with SCUK risk policies.
• Complete ad‑hoc projects as directed by the Team Manager.

Required profile

• Previous management, coaching or supervisory experience.
• Strong customer service background.
• Initiative to resolve complex queries.
• Positive, enthusiastic outlook and openness to change.
• Excellent planning, organisation and interpersonal skills.
• Experience in a contact centre environment (desirable).

Required skills

• Microsoft Word
• Microsoft Excel
• Microsoft Outlook

What we offer

• Competitive salary £35,000‑£38,800 per annum (dependent on experience).
• 27 days holiday plus bank holidays.
• Annual performance‑based bonus.
• £500 flexible benefit allowance.
• Generous pension contributions.