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- Tasks: Lead a dynamic customer service team and deliver top-notch consumer advice.
- Company: Join Energy Saving Trust, a leader in promoting sustainability and energy efficiency.
- Benefits: Enjoy flexible working, generous holiday, and a supportive work culture.
- Other info: Embrace continuous improvement and thrive in a flexible, remote-friendly workplace.
- Why this job: Make a real impact while developing your leadership skills in a friendly environment.
- Qualifications: Experience in managing teams in a contact centre or customer service setting.
The predicted salary is between 30000 - 40000 £ per year.
The role involves leading a high-performing customer service/contact centre team and delivering an outstanding consumer advice service. We’re looking for an experienced Team Leader to join our Wales Advice Centre and coach a team of telephone advisors to consistently achieve targets and great customer outcomes.
As Team Leader, you’ll keep our inbound and outbound call handling running smoothly, ensuring customers receive accurate, high-quality advice; while you build capability, confidence and consistency across the team through coaching, feedback and performance management. If you’re passionate about people leadership, data‑driven performance, and continuous improvement, this is a chance to make a measurable impact.
The team is a friendly, customer‑focused contact centre team. We’re proud of the difference we make for customers every day, and we’re committed to coaching, learning and continuous improvement. As Team Leader, you’ll be at the heart of that culture: setting direction, removing obstacles, and helping colleagues do their best work.
What you will do:
- People leadership: lead, motivate, coach and develop a team of telephone advisors, and line manage the Customer Experience Officer (performance, absence, targets and development).
- Operational management: manage rotas, workflow allocation and call queue management (inbound/outbound) to meet service demand and deliver against service level agreements (SLAs).
- Performance management: use dashboards, targets and call monitoring insights to drive improvement, recognise strong performance and support colleagues who need extra help.
- Quality & customer experience: work with the Customer Experience Officer to improve advice quality through trend analysis, feedback and tailored coaching.
- Reporting & insight: produce routine and ad hoc reports to support formal reviews and management decisions on call volumes and resourcing.
- Continuous improvement: identify recurring issues, improve processes, document best practice and support implementation of new service offerings.
What you will bring:
- Proven experience managing people in a contact centre, customer service or target‑driven environment.
- Strong operational skills: planning, prioritising and allocating work to meet demand.
- Confidence using data, dashboards and reporting to improve performance and quality.
- Excellent communication skills and a practical, supportive coaching style.
- Strong IT skills (Microsoft Office, databases) and excellent numeracy.
- A continuous‑improvement mindset and commitment to inclusion and equity.
Who we are:
Energy Saving Trust is a leading and trusted organisation, dedicated to promoting energy efficiency, low carbon transport and sustainable energy use. We aim to address the climate emergency and deliver the wider benefits of clean energy as we transition to net zero.
Work where you thrive:
At Energy Saving Trust, flexibility isn’t just a policy, it’s how we work. Most of our roles can be done remotely, and many of our people choose to work from home full-time. Prefer an office environment? We have welcoming spaces in London, Edinburgh, Belfast, Cardiff and Hadleigh for those who want to connect in person.
Team Leader- Wales Operations - Operational Delivery - Advice Delivery - Wales · Cardiff employer: Energy Saving Trust Limited
Contact Detail:
Energy Saving Trust Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Team Leader- Wales Operations - Operational Delivery - Advice Delivery - Wales · Cardiff
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or through industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to team leadership and customer service. We suggest role-playing with a friend or even in front of the mirror to boost your confidence!
✨Tip Number 3
Showcase your passion for continuous improvement during interviews. Share specific examples of how you've driven performance and quality in previous roles. We want to see that fire in your belly!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are genuinely interested in joining our team.
We think you need these skills to ace Team Leader- Wales Operations - Operational Delivery - Advice Delivery - Wales · Cardiff
Some tips for your application 🫡
Show Your Leadership Skills: Make sure to highlight your experience in leading teams, especially in a contact centre environment. We want to see how you've motivated and developed your team to achieve targets and deliver great customer outcomes.
Be Data-Driven: Since we value performance management, include examples of how you've used data and dashboards to drive improvements in your previous roles. This will show us that you understand the importance of metrics in achieving success.
Tailor Your Application: Don’t just send a generic application! Tailor your CV and cover letter to reflect the specific skills and experiences mentioned in the job description. We love seeing candidates who take the time to connect their background with our needs.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team!
How to prepare for a job interview at Energy Saving Trust Limited
✨Know Your Team Leadership Style
Before the interview, think about your leadership style and how it aligns with the company's values. Be ready to share specific examples of how you've motivated and developed teams in the past, especially in a contact centre environment.
✨Familiarise Yourself with Performance Metrics
Brush up on key performance indicators relevant to customer service and operational management. Be prepared to discuss how you’ve used data and dashboards to drive improvements and achieve targets in previous roles.
✨Showcase Your Coaching Skills
Prepare to talk about your coaching approach. Think of instances where you’ve provided feedback or tailored coaching to help team members improve their performance. Highlight your supportive style and how it has led to positive outcomes.
✨Emphasise Continuous Improvement Mindset
Demonstrate your commitment to continuous improvement by discussing any processes you've improved or best practices you've implemented. Show that you're proactive in identifying issues and finding solutions to enhance customer experience.