Call Centre Team Leader Job at Sureserve (Elland)

Contact Centre Team Leader

This is an exciting time to join our newly created Contact Centre, designed to d...

Location

United Kingdom , Liverpool

Salary:

32000.00 GBP / Year

Sureserve

Expiration Date

Until further notice

Requirements

Proven experience managing teams in a fast-paced contact centre environment, ideally within customer focused or social housing setting
Strong people-management and coaching abilities, with experience developing team performance
Experience with CRM systems (desirable)
Demonstrable success in achieving KPIs, service levels and operational targets
Confident handling escalated or complex customer queries
Highly organised, with the ability to prioritise workload and manage resources effectively
Competent in using contact centre systems, reporting tools and performance dashboards
Excellent communication, problem-solving and decision-making skills with a commitment to delivering a high-quality service
Be available for occasional weekend coverage/support

Job Responsibility

Oversee the day-to-day management of a team of Contact Centre Advisors, ensuring the consistent delivery of high-quality services
Lead performance management activities, using data to track KPIs such as service levels, response times and customer satisfaction
Conduct regular 1:1s and team huddles to support skills development, address performance gaps and reinforce high standards
Carry out quality checks across calls, emails, and digital channels, providing constructive feedback and identifying training needs
Manage escalated or complex customer queries, ensuring timely, accurate resolutions to that support positive outcomes for residents and partners
Support the onboarding, training, and ongoing development of team members, ensuring knowledge of services, processes and compliance requirements remains up to date
Analyse performance and quality trends to identify opportunities for process improvement within the newly established centre
Support with contract mobilization and be involved with end-to-end recruitment activity for Contact Centre Advisors, including workforce planning, shortlisting, interviewing, and selection
Work collaboratively with housing officers, repairs teams, income officers, and external contractors to ensure seamless service delivery

What we offer

Contributory pension scheme
Life assurance
20 days + Bank holidays (service based increasing holiday scheme)
Enhanced maternity, paternity, adoption leave and other family friendly policies
Sureserve Benefits Hub, accessing over 1000 retail discounts
Virtual GP service, available for employees and immediate family
Employee Assistance Programme (EAP)
Bike2Work Scheme
EV Car Scheme
Employee engagement events and “Employee Voice” programmes

Fulltime

Security Resource Centre, Team Leader

Snowbit is a cybersecurity technology innovator with a vision to empower organiz...

Location

India , Gurugram

Salary:

Not provided

Coralogix

Expiration Date

Until further notice

Requirements

Bachelor’s degree in Computer Science/Engineering, Electrical Engineering or related domain certifications
5+ years experience in customer-facing operations roles with SOC/MDR teams handling multiple customers preferably in the cyber security/network security domains
1+ years of experience in leading a large team of security analysts
Experience in or knowledge of cybersecurity assessments and incident management
Experience with security solutions such as SOC, MDR, SIEM, SOAR, WAF, IPS, DAM, etc.
Understanding the cyber-security landscape including common threats and attack scenarios
Experience with monitoring, ticketing, and CRM tools
Strong team player with high availability for a 24x7x365 operation
Strong communication skills including high proficiency in English
Ability to deal with multiple customer profiles and personalities

Job Responsibility

Effectively manage multiple high-priority tasks, including critical incidents and escalations
Lead and mentor a team of skilled security analysts, fostering professional growth and collaboration
Oversee daily operations, including customer onboarding, sync calls, hiring, training, escalations, performance reviews, and one-on-one meetings
Develop a deep understanding of the Snowbit security offering, as well as customer cloud environments and security deployments
Supervise the triage and analysis of security assessments, ensuring timely investigation and resolution of security incidents
Engage with customers on alerts, remediation strategies, and incident response using playbook-driven solutions
Escalate complex cases to the Security Research Group when necessary
Serve as the primary escalation point for customer incidents, ensuring swift resolution of tickets and maintaining a high standard of service
Collaborate closely with cross-functional teams, including Customer Success Management (CSM), Security Research, Incident Response, and Product, to enhance security operations and refine the Snowbit offering
Share insights, best practices, and knowledge within the team, ensuring internal documentation and databases are consistently updated

What we offer

competitive base pay
participation in the employee equity plan (stock options)
health coverage
life insurance
generous time away from work
Courses for the enrichment and advancement of employees

Fulltime

Contact Centre Team Leader

The purpose of the Contact Centre Team Leader role is to help guests who are eit...

Location

United Kingdom , Hemel Hempstead

Salary:

Not provided

Butlin's

Expiration Date

Until further notice

Requirements

Previous experience in leading a team in a sales / customer service environment
The ability to effectively communicate with the team in a fun, energetic and enthusiastic way
Is reliable and gets things done with an ability to multi-task and manage activities in a fast-paced environment
A problem-solving attitude and a can-do minds-set
A passion and desire to support the team so that it may perform at its very best
Real enthusiasm and energy to deliver a great sales and service experience

Job Responsibility

Role modelling the behaviours and ways of working so that every team member understands their role and how they can contribute towards creating a positive environment for our team and an experience our guests will value
Maximising the sales and Customer Care potential by supporting your team to understand the needs of our guests and to use their product knowledge to provide options for our guests to buy
Supporting guests with any objections in a positive way, seeing this as an opportunity to problem-solve
Optimise the potential of the business by only using discounts in a correct, relevant and appropriate way
Dealing with guest complaints, understanding the nature of the complaints and taking action to resolve swiftly
Providing effective communication to the team including daily rev ups so that the team have a good awareness of the days business and have an opportunity to celebrate the previous days success before the shift starts
Taking responsibility for setting Key Performance Indicators and monitoring the performance of these
these will include conversion, tariff and auxiliary, although not limited to these
Support the team and business by taking inbound calls when necessary, these will include Sales, Customer Care and general enquires
Developing efficiency within our business by supporting other business areas withing the Contact Centre during busier – to include social media and admin teams

Fulltime

Team Leader, Training Delivery

The Team Leader in Training Delivery at NTT Data is responsible for overseeing t...

Location

Philippines , Manila

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

5-7 years of proven in-class training delivery success preferably in a BPO environment
Understanding of Adult Learning principles honed via adult learning certification or acquired in a related business field
2 years minimum coaching and management experience of team
Expert knowledge of call centre environments
Proven ability to interpret information to develop, recommend and implement innovative and/or logical solutions
Proven problem solving, analytical and decision-making skills
Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel), and instructional software, LMS, e-learning software is an asset
Ability to work effectively under minimal supervision
Demonstrated ability to multi-task on projects varying in complexity and of strategic importance to clients and the enterprise
Excellent communication, presentation, influencing, and relationship building skills

Job Responsibility

Perform ongoing in-class training observation on a quarterly basis to assess participant experience and their production readiness post-training as an input to Trainer coaching and career development plans
Coach assigned Trainers through one on ones on a weekly and monthly basis to provide observational performance feedback and develop action plans to meet all performance targets and developing their own career path
Provide ongoing training and process support to Trainers aimed at improving training effectiveness
Conduct semi-annual performance reviews
Proactively work within the division to raise awareness, also build team dynamics, and take steps to help lead the team to accomplish divisional goals
Provide advice/input to support clients in meeting their business objectives, recommend implementation of the highest value deliverables at the lowest cost
Remain current in subject matter expertise, depth of knowledge, practical skills, use of technology and comprehension of industry trends and practices

What we offer

All equipment required for you to be successful in your role
Virtual paid training
Comprehensive benefits package (medical, vision, and dental)
Employee Assistance Program
RRSP program options
Short- and Long-Term Disability options
Rewards and Recognition programs
Internal career advancement opportunities

Fulltime

Children's Residential Team Leader

Children's Residential Team Leader Reports To Registered Manager / Deputy Manag...

Location

United Kingdom , Sittingbourne

Salary:

34000.00 - 42000.00 GBP / Year

Brook-St Hiredonline

Expiration Date

Until further notice

Requirements

At least 2 years experience working with children and young people in a residential care setting
Knowledge of relevant regulatory frameworks and inspection standards
Experience of leading shifts or supervising staff
Knowledge of safeguarding, child protection, and residential childcare regulations
Strong communication, leadership, and organisational skills
Ability to work effectively under pressure and make sound decisions
Commitment to promoting positive outcomes for children and young people
Flexibility to work shifts, including evenings, weekends, sleep-ins, and bank holidays
Level 3 Diploma for Residential Childcare (or equivalent) or willingness to achieve within required timescales

Job Responsibility

Lead and coordinate residential care staff during shifts
Delegate tasks and ensure effective team performance
Provide guidance, mentoring, and support to residential support workers
Assist with staff induction, training, and development
Promote a positive team culture that reflects the organisation's values and standards
Participate in staff meetings, supervision sessions, and performance reviews
Build positive, trusting relationships with children and young people
Ensure individual care plans, placement plans, and risk assessments are implemented effectively
Support children in developing life skills, independence, confidence, and resilience
Encourage participation in education, training, recreational activities, and community engagement

Fulltime

Sales Team Leader

We help home movers feel supported, informed, and confident at one of the most i...

Location

United Kingdom , Enderby

Salary:

Not provided

360 Resourcing Solutions

Expiration Date

Until further notice

Requirements

Proven experience leading or coaching a sales or customer service team
A strong understanding of sales through service — building trust before closing
Excellent communication skills with the ability to motivate and influence others
Confidence in analysing performance, identifying gaps, and taking action
A coaching mindset — patient, supportive, and focused on long‑term development
Strong organisational skills and attention to detail across systems and data
Resilience, positivity, and a solution‑focused approach
Experience in regulated, contact‑centre, or property‑related environments (desirable, not essential)

Job Responsibility

Lead, coach and inspire a team of Customer Service and Sales Advisors to achieve and exceed sales and service targets
Provide daily coaching, call listening, and feedback to improve conversion and customer experience
Set clear expectations around performance, behaviours, and quality standards
Create a positive, high‑energy team culture
Embed a sales‑through‑service mindset
Monitor sales results, KPIs, quality metrics and pipeline management
Identify trends, strengths, and development opportunities across the team
Support advisors with objection handling, negotiation techniques, and closing confidence
Train new starters and support ongoing development
Help advisors recognise buying signals and tailor conversations effectively

What we offer

Competitive salary
Performance‑related commission
25 days holiday + 8 public holidays
Option to buy or sell additional holiday
Pension scheme & life assurance
Enhanced family‑friendly policies
Employee Assistance Programme
Retail discounts
Free conveyancing services for your own move
An inclusive, supportive environment where leadership development truly matters

Fulltime

Sales Team Leader

At Simplify, we help home movers feel supported, informed, and confident at one ...

Location

United Kingdom , Leicester

Salary:

Not provided

360 Resourcing Solutions

Expiration Date

Until further notice

Requirements

Proven experience leading or coaching a sales or customer service team
A strong understanding of sales through service — building trust before closing
Excellent communication skills with the ability to motivate and influence others
Confidence in analysing performance, identifying gaps, and taking action
A coaching mindset — patient, supportive, and focused on long‑term development
Strong organisational skills and attention to detail across systems and data
Resilience, positivity, and a solution‑focused approach
Experience in regulated, contact‑centre, or property‑related environments (desirable, not essential)

Job Responsibility

Lead a team of Customer Service and Sales Advisors to achieve and exceed sales and service targets
Provide daily coaching, call listening, and feedback to improve conversion and customer experience
Set clear expectations around performance, behaviours, and quality standards
Create a positive, high‑energy team culture where people feel supported and challenged
Embed a sales‑through‑service mindset, ensuring customers feel reassured, informed, and never pressured
Monitor sales results, KPIs, quality metrics and pipeline management
Identify trends, strengths, and development opportunities across the team
Support advisors with objection handling, negotiation techniques, and closing confidence
Train new starters and support ongoing development across systems, processes, and soft skills
Help advisors recognise buying signals and tailor conversations effectively

What we offer

Competitive salary
Performance‑related commission
25 days holiday + 8 public holidays
Option to buy or sell additional holiday
Pension scheme & life assurance
Enhanced family‑friendly policies
Employee Assistance Programme
Retail discounts
Free conveyancing services for your own move
An inclusive, supportive environment where leadership development truly matters

Fulltime

Multi Home Team Leader - Nights

For a limited time, join us now and receive a £1000 bonus!!*** Join our friend...

Location

United Kingdom , Norfolk

Salary:

16.50 GBP / Hour

Norse Group LTD

Expiration Date

Until further notice

Requirements

A passion for supporting others by providing exemplary care to our residents
Demonstrate that you share our core values
Full UK driving licence due to the travel between our establishments
Previous experience working within a similar social care role
Excellent communication skills, ability to coach, mentor and work effectively as part of a team

Job Responsibility

Building strong working relationships with colleagues by using natural leadership skills to supervise and motivate your team
Managing staff across our care establishments, including coordinating last minute staff cover and managing handovers
Supporting new starter inductions and assisting with staff performance and reporting
Lead by example in delivering high quality person-centred care for our residents. Supporting independence, dignity and informed choices in line with their care plan
Overseeing the safe administration of medication in accordance with company procedures
Responding promptly to call bells and emergencies and providing an overall excellent level of care

What we offer

£1000 bonus
Great opportunities for career development
Access to award winning training and self development tools
Access to a Blue Light Card, physiotherapy and chiropractic treatments
Paid Sickness Scheme
Enhancements and Mileage Paid

Parttime

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Call Centre Team Leader

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