Team Leader

Job Title:

Team Leader

Job Description

The Team Leader is responsible for the day-to-day supervision of a group of “game changers” – our Customer Service Support agents. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.

Helping customers is what it’s all about and your role will be directing and supporting our advisers to help our customers decide which products and services are right for them; or solving problems if things don’t run smoothly.

This is a big leadership and influencing role; and key will be your ability to influence the delivery of our customer centric approach with your people – you will use your skills to coach and develop your people, to deliver superior customer service. Your personal, simple and brilliant leadership style will act as a role model and will inspire people to be the best that they can be and in turn be the known as the best for customer service.

This role will be based on site at our contact centre in Farnborough

What you\’ll be doing

You’ll influence the end-to-end customer journey, providing the very best personal and local service for our customers, by working collaboratively with your peers, expecting the same of your team, to share their knowledge on the best way to do things, so everyone’s better off.

You will set direction for your team, which will enable them to provide excellent service; deliver NPS and performance targets and create an outstanding employee experience; whilst managing costs in line with ‘the way we work’. You’ll be there for your team, making yourself visible and accessible, creating a great place where everyone wants to come and work to deliver brilliant performance to achieve the very best customer experience.

You’ll influence the wider team too, creating great relationships, where things run smoothly; and all opportunities are optimised.

You will be based on site at Summit One, Farnborough and we offer acompetitive annual salaryand an additional potential bonus of up to £350 per month.

You’ll be required to work a variety of shifts Monday-Friday 08:00-17:00 & Saturdays 09:00-17:00.

Other benefits include;

·Exclusive discounts on broadband, mobile, TV channels, and more, including family & friends deals

·Access to a generous employee discount portal, saving you up to £1000 annually on groceries, shopping, entertainment, and travel

·Wellbeing support through free access to services that enhance your mental and physical health

·30 days annual leave (including bank holidays, of which the majority are working days for Concentrix)

·Pension scheme

Essential Functions/Core Responsibilities

·Deliver a minimum of 30 minutes of structured coaching per week for each Game Changer, with a focus on QA results, KPI performance, and their overall education and development in the role.

·Manage all aspects of Game Changer life, including behaviour, absence, wellbeing, productivity, process adherence and ongoing development, ensuring each team member is supported and held accountable in line with departmental standards.

·Identify trends and insights within your Game Changer population, using these findings to provide feedback to senior leadership that influences strategic decisions and improves outcomes for both customers and agents.

·Champion a positive, health-focused team culture, where positive behaviours are recognised and reinforced as a key driver of overall departmental success.

·Maintain high levels of organisation, actively tracking and managing the full KPI suite to ensure your team meets and exceeds performance expectations.

·Collaborate effectively with fellow leaders, sharing insights, best practices, and supporting a unified, high-performing management team.

·Proactively identify and escalate system or process issues that impact Game Changer productivity or satisfaction, working closely with the Operations Manager and client stakeholders to drive meaningful improvements.

·Lead by example with a solution-oriented mindset, driving a high-performance culture that adapts quickly to business needs and customer expectations.

·Ensure full compliance with internal processes, quality standards, and customer handling procedures, acting as a role model for operational excellence.

·Maintain a visible, supportive presence both in-person and virtually – to inspire, guide, and motivate your Game Changers daily.

Candidate Profile

·Two to four years of relevant experience

·Technically proficient with experience in MS office and excel preferred

·Highly motivated individual with skills to develop and coach team members to achieve performance expectations

·Absolute clarity on the goals needed to achieve our budget, NPS and customer resolution; and the ability to implement these goals with your team.

·Deep operational knowledge, skill and ability and a seasoned understanding of how to coach and develop your people to deliver clearly defined and agreed standards.

·Work well under pressure and follow through on items to completion

·Strong communication skills, both written and verbal

·Ability to lead team in multi-tasking, prioritisation, and meeting timelines on deliverable

·Ability to mentor, coach and provide direction to a team of employees

·Willingness to work a flexible schedule

·Positive attitude and ability to value-add to the culture of the team

Career Level Description

Receives assignments in tasks oriented terms and supervises subordinates to set priorities and complete assignments. Coordinates and supervises the daily activities of business or technical support or production team members. In charge of handling single and medium-sized line of business. Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager. Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback. Typically does not spend more than 20% of time performing the work supervised. Handles escalated issues. Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

Location:

GBR Farnborough – Summit ONE, Summit Avenue

Language Requirements:

Time Type:

Full time2025-07-15

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