Contact Centre Team Leader Job at 360 Resourcing Solutions (Crewe)

Job Description

As a Team Leader in Client Support, you’ll be right at the heart of how we deliver brilliant service every day. You’ll guide, support and motivate a team of advisors who look after our admin, email and telephone workflows — making sure everything is accurate, efficient and delivered with the AO sparkle. You’ll keep the team on track, jump in when things get tricky, and create a positive environment where everyone knows what “great” looks like and feels confident delivering it. You’ll be the go-to person for quality, performance, coaching and escalation support, helping your advisors grow while keeping our customers and partners happy. Hours: 37.5 hours per week, Shift Pattern: 5 out of 7 days.

Job Responsibility

Leading and supporting a team of advisors across administrative tasks, email handling and telephone contacts, helping them consistently deliver their best work
Coaching advisors through regular 1:1s, performance reviews and ongoing development conversations
Creating a motivated, high‑performing team environment where people feel valued, supported and clear on expectations
Managing attendance and conduct in line with AO policies, always taking a fair and people‑first approach
Carrying out regular quality checks to ensure written communication, administration and data accuracy meet AO standards
Ensuring full process compliance so all work is consistent, efficient and customer‑ready
Owning daily work allocation to keep priorities clear, workloads balanced and SLAs on track
Managing escalations involving complex admin issues or errors, resolving them calmly, clearly and efficiently
Driving continuous improvement in accuracy, productivity and overall team delivery
Embedding a culture where ownership, quality and SLA performance matter every day.

Requirements

You’re an experienced people leader who enjoys coaching, developing and motivating others
You’re confident managing performance, attendance and conduct in a fair, consistent and supportive way
You have a strong eye for detail and take pride in quality, accuracy and compliance
You’re comfortable working with SLAs and understand what it takes to consistently meet (and exceed) them
You’re organised and confident juggling priorities, workloads and deadlines
You handle escalations calmly and take ownership of resolving issues end‑to‑end
You maintain strong knowledge of systems, tools and processes so you can confidently support your team
You’re motivated by continuous improvement and helping your team grow in confidence, accuracy and productivity.

What we offer

33 days holiday
At least 5% contribution pension scheme
Enhanced Maternity, Paternity and Adoption Packages
Make a difference day (x2 fully paid charity days a year)
Gain exclusive ticket access to AO Arena, Sales Sharks, and Manchester Thunder.

360 Resourcing Solutions - All Job Offers

Select Country

Contact Centre Team Leader

Job Description

Job Responsibility

Requirements

What we offer

Looking for more opportunities?