Contact Centre Team Leader
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
