Call Centre Team Leader

Are you a Team Leader in a customer service environment - whether in a contact centre, call centre, or a similar fast-paced, customer focused setting - and ready to take the next step in your career?

Join a well-established, made-to-order furniture manufacturer where you'll play a key role in delivering exceptional customer service. With a strong reputation and top ratings on Trustpilot, this company takes pride in both the quality of its products and the outstanding service it provides. If you're looking for a role where you can truly make an impact, this could be the perfect opportunity for you!

As the right-hand person to the Contact Centre Manager, you'll play a key role in keeping this thriving contact centre running smoothly. From coaching and supporting the team to ensuring every customer enquiry is handled seamlessly, you'll help create a great experience for both customers and colleagues. You'll be at the heart of booking and reviewing appointments, making sure everything runs efficiently and in line with departmental procedures.

If you're someone who loves making a real difference and thrives in a fast-paced, people-focused environment, this is a fantastic opportunity to leave your mark!

What You'll Be Doing:

• Lead, motivate, and support your team to hit targets, while organising monthly incentives to keep morale high.
• Drive outstanding customer service by ensuring adherence to processes and continuously improving standards.
• Oversee team performance, providing coaching, training, and development to help them succeed, converting enquiries into appointments.
• Manage key HR processes, including performance reviews and absence management.
• Monitor call performance data, take action where needed, and ensure compliance with company policies.

What We're Looking For:

• Proven experience as a Team Leader or similar role within a customer service focused environment.
• Strong customer service skills with a results-driven mindset." Excellent communication skills-written, verbal, and numerical.
• A keen eye for detail, the ability to stay calm under pressure, and a proactive approach to problem-solving.
• Proficiency in Microsoft Office (Word, Excel, Outlook).

Hours & Shift Pattern:

• Full-time role with weekly rotating shifts: 09:00 - 17:00 and 11:00 - 19:00
• Includes two weekend days per month
• Contact centre operates:
• Monday to Friday: 09:00 - 19:00
• Saturday: 09:30 - 16:30
• Sunday: 09:30 - 14:00

What's on Offer:
Salary band: £26,000 - £30,000 dependent on experience.
Holiday allowance: 28 days plus bank 
EAP scheme
Cycle to work scheme


If this role excites you, click the APPLY button now, or for further information, contact John Woodward at Pertemps Worcester.