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For Companies At a Glance
- Tasks: Lead a dynamic team to ensure top-notch customer support and operational excellence.
- Company: Join a vibrant company in Brighton, focused on quality service and customer satisfaction.
- Benefits: Enjoy a competitive salary, bonuses, and hybrid work options for better work-life balance.
- Why this job: Make a real impact on customer experiences while developing your leadership skills in a supportive environment.
- Qualifications: Previous team leadership experience in a contact centre is essential; strong communication skills are a must.
- Other info: Opportunity to enhance your problem-solving abilities and drive operational improvements.
The predicted salary is between 30000 - 35000 £ per year.
Job Description
Team Leader – Customer Support
📍 Location: Brighton, Hybrid
💼 Employment type: [Full-time / Permanent]
💰 Salary: £30k-£35k + Bonus & Benefits
Lead a high-performing team where accuracy, speed, and service quality are the top priorities.
We’re looking for an experienced Team Leader to take ownership of clients Quality Assurance operations — ensuring performance meets high standards across speed, accuracy, quality, and productivity.
You’ll oversee a process with multiple moving parts — from seller behaviours to strict verification protocols — and play a vital role in keeping things running smoothly. This is a role for someone who thrives on problem-solving, clear communication, and data-driven decision-making.
What you’ll do
- Lead the team: Guide, coach, and support your team to achieve and exceed performance goals.
- Own the metrics: Monitor and analyse KPIs in real-time, identifying trends and driving improvements.
- Communicate with impact: Keep senior stakeholders informed with clear, timely updates.
- Problem-solve: Resolve operational challenges quickly using critical thinking and analysis.
What we’re looking for
- Proven team leader or supervisory experience.
- Background in a contact centre or high-volume operational environment.
- Experience using ticketing systems (e.g., Zendesk).
- Excellent written and verbal communication skills.
- Strong time management and ability to work under pressure.
Bonus points if you have
- Quality Assurance Experience
- A track record of improving operational processes.
- The ability to explain complex information clearly and simply.
Why join?
You’ll be stepping into a role that directly impacts the post-sale experience for our customers and partners. This is your chance to lead a critical operation, develop your leadership skills, and make a measurable difference every day.
Contact Centre Team Leader employer: Cactus Search
Contact Detail:
Cactus Search Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Team Leader
✨Tip Number 1
Familiarise yourself with the key performance indicators (KPIs) relevant to contact centre operations. Understanding these metrics will not only help you in interviews but also demonstrate your commitment to driving performance improvements.
✨Tip Number 2
Brush up on your problem-solving skills by reviewing common operational challenges faced in contact centres. Being able to discuss specific examples of how you've tackled similar issues in the past can set you apart from other candidates.
✨Tip Number 3
Practice clear and concise communication techniques. Since the role involves keeping senior stakeholders informed, being able to articulate complex information simply will be crucial during your discussions with us.
✨Tip Number 4
If you have experience with ticketing systems like Zendesk, be prepared to discuss how you've used them to enhance team performance. Highlighting your familiarity with such tools can give you an edge in the selection process.
We think you need these skills to ace Contact Centre Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in team leadership and customer support. Use specific examples that demonstrate your ability to lead a team, manage KPIs, and improve operational processes.
Craft a Compelling Cover Letter: In your cover letter, express your passion for leading teams and improving customer experiences. Mention your familiarity with ticketing systems like Zendesk and how your problem-solving skills can benefit the company.
Highlight Relevant Skills: Emphasise your communication skills and time management abilities. Provide examples of how you've successfully communicated with stakeholders and managed high-pressure situations in previous roles.
Showcase Your Achievements: Include quantifiable achievements in your application, such as improvements in team performance or customer satisfaction scores. This will help demonstrate your impact in previous positions and your potential value to the company.
How to prepare for a job interview at Cactus Search
✨Showcase Your Leadership Skills
As a Team Leader, it's crucial to demonstrate your ability to guide and support a team. Prepare examples of how you've successfully led teams in the past, focusing on coaching, motivating, and achieving performance goals.
✨Know Your Metrics
Familiarise yourself with key performance indicators (KPIs) relevant to the role. Be ready to discuss how you've monitored and improved these metrics in previous positions, showcasing your analytical skills and data-driven decision-making.
✨Communicate Clearly
Effective communication is vital for this role. Practice articulating complex information in a simple manner, and prepare to discuss how you've kept stakeholders informed in past roles. This will highlight your ability to communicate with impact.
✨Prepare for Problem-Solving Scenarios
Expect to face operational challenges during the interview. Think of specific examples where you've resolved issues quickly using critical thinking. This will demonstrate your problem-solving abilities and readiness for the fast-paced environment.
