At a Glance
- Tasks: Lead a team of Engagement Advisors and enhance participant experiences.
- Company: Join Ingeus, a leader in employment services with a supportive culture.
- Benefits: Enjoy 25 days annual leave, private medical insurance, and more perks.
- Other info: Opportunities for community volunteering and personal development.
- Why this job: Make a real difference by helping the long-term unemployed find work.
- Qualifications: 3 years management experience and strong communication skills required.
The predicted salary is between 37000 - 37000 £ per year.
Location: Islington, Greater London, United Kingdom
Salary: £37,000
Closing date: 19 Jul 2026
Ingeus is looking for a Contact Centre Team Leader to lead a team of Engagement Advisors, who are the first point of contact for Job Centre Plus (JCP) and responsible for the warm handover process. The role involves working with JCP Work Coaches to promote the value of the programme and engage participants immediately, collecting relevant information to allow Employment Advisors to personalise the Initial Face to Face Meeting.
Responsibilities
- Build and maintain effective working relationships
- Lead and manage the team to achieve all performance targets
- Proactively seek ways to continually improve
- Monitor email boxes and CRM
- Facilitate welcome sessions for new participants
- Complete monthly call quality and assurance checks to support your team with their development
- Ensure that all documentation relating to participants is completed with set deadlines
Qualifications
- Minimum of 3 years management experience
- Excellent verbal and written communication skills, including presentational skills
- Ability to deliver engaging group sessions with a focus on promoting product/programme
- Strong understanding of the employment services/welfare of the job market for long‑term unemployed
- High level digital literacy skills, including strong working knowledge of Microsoft Office applications and web‑based communication technologies
Benefits
- 25 days annual leave plus bank holidays with the opportunity to salary trade extra
- EAP Support programme available 24/7 with access to 6 counselling sessions
- Private Medical Insurance
- Eyecare vouchers for new glasses
- Life assurance
- Online discount shopping via Perks at Work
- Cycle to Work scheme
- Season ticket loan
- Up to two days each year dedicated to Community Giving (Volunteering)
- Access to Salary Finance; financial education and advice
- The opportunity to buy extra perks such as critical Illness Cover and dental insurance
- Long service awards
Contact Centre Team Leader employer: ENGINEERINGUK
Ingeus is an exceptional employer located in Islington, Greater London, offering a supportive work culture that prioritises employee well-being and development. With generous benefits such as 25 days of annual leave, private medical insurance, and opportunities for community engagement, Ingeus fosters a collaborative environment where team leaders can thrive and make a meaningful impact on the lives of participants seeking employment. Join us to lead a dedicated team and contribute to a rewarding mission while enjoying a range of perks designed to enhance your professional journey.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Team Leader
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ENGINEERINGUK. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like ENGINEERINGUK before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Contact Centre Team Leader
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to ENGINEERINGUK:Your cover letter is your chance to shine! Tell us why you want to work at ENGINEERINGUK specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at ENGINEERINGUK!
How to prepare for a job interview at ENGINEERINGUK
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
