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- Tasks: Lead a dynamic customer contact centre team to deliver top-notch service.
- Company: Join Harbour Multi-Trades, a supportive and innovative workplace.
- Benefits: Enjoy a competitive salary, overtime opportunities, and a collaborative environment.
- Why this job: Make a real difference in customer experiences while developing your leadership skills.
- Qualifications: Experience in managing contact centre teams and strong analytical skills required.
- Other info: Flexible hours with potential for career growth and development.
The predicted salary is between 39663 - 55528 £ per year.
About the role
You will manage a front-line customer contact centre team, delivering an excellent, customer-first service across all inbound channels. You will be responsible for coordinating scheduling, forecasting, and performance data to ensure service KPIs are met consistently. The role provides centralised operational support to service managers and team leaders across the organisation, ensuring accurate information flow, effective workforce planning, and positive customer outcomes.
About you
- Proven experience managing a front-line inbound contact centre team to meet service targets.
- Significant experience overseeing day-to-day operations, including rota planning, scheduling, and re-forecasting to maintain service cover and respond to changing demand.
- Strong experience monitoring performance KPIs and implementing continuous improvements to reduce repeat contact and improve service quality.
- Highly developed skills in optimising staffing levels and schedules to match fluctuating demand.
- Strong analytical skills, with the ability to interpret performance data and identify operational improvements.
- Highly developed communication skills, with the ability to work collaboratively with operational leaders and teams.
- Willingness to participate in an on-call rota to support out-of-hours service delivery.
How to apply
If you would like to be considered for this opportunity, please email a copy of your CV and personal statement. You will find more information about this role and working for Harbour Multi-Trades in the job description.
Closing date for applications: Monday 2 February 2026
Interviews will be held on Thursday 19 February 2026
Please note we do not accept agency referrals.
Customer Contact Centre Team Leader employer: Harbour Homes Scotland Ltd
Contact Detail:
Harbour Homes Scotland Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Contact Centre Team Leader
✨Tip Number 1
Get to know the company inside out! Research Harbour Multi-Trades and understand their values, mission, and recent projects. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Prepare for common interview questions related to managing a contact centre team, like how you've handled performance KPIs or improved service quality in the past. We can even help you with mock interviews to boost your confidence!
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn to gain insights about the company culture and the role. They might share tips that could give you an edge during the interview process.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always looking for passionate individuals who can lead a customer-first team like yours!
We think you need these skills to ace Customer Contact Centre Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in managing a front-line contact centre team. Use specific examples that showcase how you've met service targets and improved performance KPIs.
Craft a Compelling Personal Statement: Your personal statement is your chance to shine! Share your passion for customer service and detail how your skills align with the role. Don’t forget to mention your experience with rota planning and scheduling.
Show Off Your Analytical Skills: Since the role requires strong analytical skills, include examples of how you've interpreted performance data in the past. Highlight any operational improvements you've implemented to enhance service quality.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way to ensure your application gets the attention it deserves. Don’t miss out on this opportunity!
How to prepare for a job interview at Harbour Homes Scotland Ltd
✨Know Your Numbers
Make sure you’re familiar with key performance indicators (KPIs) relevant to the role. Be ready to discuss how you've monitored and improved these metrics in your previous roles. This shows you understand the importance of data in driving customer service excellence.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in managing a front-line team. Think about times when you’ve successfully coordinated schedules or handled operational challenges. This will demonstrate your ability to lead effectively and maintain service quality.
✨Communicate Clearly
Practice articulating your thoughts clearly and concisely. Since the role requires strong communication skills, be prepared to discuss how you’ve collaborated with other teams or leaders to achieve positive outcomes. Good communication can set you apart!
✨Be Ready for Scenario Questions
Expect questions that put you in hypothetical situations related to customer service challenges. Think through how you would handle fluctuating demand or unexpected staffing issues. This will show your analytical skills and ability to think on your feet.
