Contact Centre Team Leader

About the role

Sureserve is launching a new Contact Centre to support social landlords, local authorities and the residents they serve. As the Contact Centre Team Leader you will be responsible for the day‑to‑day performance of a team of Contact Centre Advisors, ensuring a consistent, high‑quality customer experience in a fast‑growing environment.

Key responsibilities

• Manage a team of advisors, monitoring service levels, response times and customer satisfaction KPIs.
• Conduct regular 1:1 meetings and team huddles to develop skills and address performance gaps.
• Perform quality checks on calls, emails and digital interactions, providing feedback and identifying training needs.
• Handle escalated or complex customer queries, delivering timely and accurate resolutions.
• Support onboarding, training and ongoing development of team members, keeping knowledge of services and compliance up to date.
• Analyse performance and quality trends to recommend process improvements.
• Participate in contract mobilisation and recruitment activities, including workforce planning and candidate selection.
• Collaborate with housing officers, repairs teams, income officers and external contractors to ensure seamless service delivery.

Required profile

• Proven experience leading a contact‑centre or customer‑service team.
• Ability to work occasional weekends as required.
• Strong analytical mindset with experience using performance data to drive improvements.
• Excellent communication skills for coaching staff and managing stakeholder relationships.

Required skills