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Sureserve Logo Sureserve · Call Center

Call Centre Team Leader

United Kingdom, Elland Employment contract 27718.00 GBP / Year · Job Posted May 31, 2026
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Job Description

This role focuses on achieving KPIs and SLAs for inbound and outbound calls, primarily scheduling smart meter installations or exchanges. It ensures an exceptional customer experience and smooth journey. As the company's first point of contact, you will deliver outstanding service, represent the business professionally to stakeholders, and uphold service standards while setting an example within the Contact Centre team.

Job Responsibility

  • Lead and mentor the Call Centre Team, handling scheduling, task allocation, and performance monitoring to maintain productivity and morale.
  • Oversee call center activities, ensuring efficiency and adherence to company policies and client requirements.
  • Facilitate seamless coordination by maintaining clear communication with dispatchers, engineers, clients, and departments.
  • Track KPIs, identify improvement areas, and implement strategies to boost efficiency.
  • Resolve operational challenges by coordinating resources and personnel effectively.
  • Maintain accurate records for quality assurance, reporting, and compliance.
  • Provide ongoing training to enhance team skills and performance.
  • Handle escalations professionally to ensure high customer satisfaction.
  • Ensure activities align with company policies, safety standards, and legal requirements.

Requirements

  • Minimum of 3-5 years of experience in dispatching, logistics, or a similar role, with at least 1-2 years in a supervisory or leadership position.
  • Strong leadership and team management abilities.
  • Excellent communication and interpersonal skills.
  • Proficiency in using dispatch software, GPS systems, and other relevant technology.
  • Strong organizational and multitasking skills.
  • Ability to remain calm and make decisions under pressure.
  • Analytical skills to assess performance metrics and implement improvements.
  • Knowledge of transportation regulations and safety standards.

What we offer

  • Competitive salary
  • Contributory Pension scheme
  • Life assurance
  • 29 days annual leave inclusive of bank holidays
  • Enhanced maternity, paternity, adoption leave, and other family friendly policies such as carer’s leave, neonatal leave, IVF, and assisted conception leave
  • Sureserve Benefits Hub, accessing over 1000’s retail discounts
  • Virtual GP service, 24/7, 365 days, available for employees and your immediate family
  • Employee assistance programme (EAP), available 24/7. 365 days, for employees and your immediate family
  • Bike2Work scheme
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