Team Leader – Call Centre (12‑month Fixed‑Term)

About the role

We are seeking a confident and motivated Team Leader to manage a team of Call Centre Operators in Swindon. The role involves supporting staff, driving performance, and ensuring smooth day‑to‑day operations within a busy call‑centre environment.

Key responsibilities

• Line‑manage a team of Operators, providing guidance, answering queries and delivering regular feedback.
• Conduct monthly 1:1 performance and development meetings.
• Coach staff on call, email and dip‑check quality, documenting sessions and feedback.
• Monitor key metrics such as Service Level, Call Abandonment and Call Quality.
• Develop operators through a 4‑tier skill progression scheme and maintain high competency.
• Ensure contract and SLA/KPI compliance.
• Foster a positive, engaged team culture and champion company values.
• Participate in recruitment activities, including assessment centres.
• Manage systems such as Concept Evolution, Maximo, SharePoint and other FM applications.
• Act as first escalation point for issues and keep management informed.
• Execute BCDR processes and diagnose telephony or system outages.
• Handle administrative workflows including chase and escalation.
• Collaborate with management on benchmarking and operational initiatives.

Required profile

• Proven experience in customer service and supervisory or leadership roles.
• Excellent communication, coaching and people‑management abilities.
• Reliable, responsible and results‑driven approach.
• Ability to role‑model professional behaviours at all times.
• Strong organisational skills with flexibility to work varied shifts.
• Confidence using PowerPoint, Excel and Word.

Required skills

• PowerPoint
• Excel
• Word
• Concept Evolution
• Maximo
• SharePoint

What we offer

• Full‑time position based in Swindon.
• 12‑month fixed‑term contract.
• On‑call and weekend rota (approximately 1 in 6 weekends).