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- Tasks: Lead and inspire a team in a dynamic contact centre environment.
- Company: Join a leading financial services organisation with a supportive culture.
- Benefits: Competitive salary, 25 days leave, hybrid work, and professional development.
- Why this job: Make a real impact by developing talent and enhancing customer experience.
- Qualifications: Proven leadership experience and strong communication skills required.
- Other info: Enjoy a collaborative team culture with no weekend or late shifts.
The predicted salary is between 30000 - 42000 £ per year.
Location: Swansea (Hybrid: 3 days office / 2 days WFH)
Salary: From £30,000 + excellent benefits
Employment Type: Full-time, permanent
Hoop Professional Services & HR are delighted to be supporting a leading organisation within the financial services sector in the search for an experienced Contact Centre Team Leader to join their high-performing Swansea operation.
The Role
- Lead, motivate and develop a team of 10–12 team members
- Maintain high levels of efficiency, service and customer experience
- Plan resource, oversee work allocation and manage recruitment with HR
- Build a positive, engaged, high-performing team culture
- Provide coaching, support and training to ensure capability across key tasks
- Manage all people processes including 1:1s, performance reviews and team meetings
- Support the Operations Manager with reporting and management information
- Champion company values and uphold best practice across financial services operations
This is a hybrid role requiring three days per week onsite in Swansea, with no weekend work and no late shifts.
About You
- Proven leadership experience in a financial services or contact centre environment
- Experience managing teams of 10+
- Strong communication and stakeholder management skills
- The ability to coach, motivate and positively influence others
- High attention to detail and a commitment to delivering excellent customer service
- Drive to exceed KPIs and lead from the front
- Insurance experience is beneficial but not essential
Benefits
- Competitive starting salary
- 25 days annual leave + UK bank holidays (option to buy up to 3 extra days)
- Annual discretionary bonus
- Hybrid working (3 days office / 2 days WFH)
- Free on-site parking
- No weekend working or late shifts
- Discounts & cashback savings with well-known retailers
- “My Optional Extras” personalised benefits platform
- Employee Assistance Programme (wellbeing, legal & financial support)
- Professional development and funded qualifications
- Supportive, collaborative team culture
Interested? If you’re an experienced Team Leader looking for your next step within financial services, and you love developing people in a fast-paced environment, we’d love to hear from you.
Apply Now
Team Leader employer: Hoop Recruitment
Contact Detail:
Hoop Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Team Leader
✨Tip Number 1
Network like a pro! Reach out to your connections in the financial services sector and let them know you're on the lookout for a Team Leader role. You never know who might have the inside scoop on opportunities or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Research the company and its values, especially around customer service and team culture. Be ready to share examples of how you've led teams and exceeded KPIs in the past – this is your chance to shine!
✨Tip Number 3
Show off your leadership style! During interviews, talk about how you motivate and develop your team. Share specific stories that highlight your coaching skills and how you've built a positive team culture in previous roles.
✨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 proactive and engaged with our process.
We think you need these skills to ace Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your leadership experience and any relevant achievements in financial services to catch our eye!
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re the perfect fit for the Team Leader role. Share specific examples of how you've motivated teams and improved customer service in previous positions.
Showcase Your Communication Skills: Since strong communication is key for this role, ensure your application is clear and concise. Use professional language but let your personality shine through – we want to get to know you!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Hoop Recruitment
✨Know Your Team Leadership Style
Before the interview, reflect on 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 your team in previous roles.
✨Demonstrate Customer Service Excellence
Prepare to discuss how you’ve maintained high levels of customer service in a contact centre environment. Use concrete examples to illustrate your commitment to delivering excellent customer experiences and exceeding KPIs.
✨Showcase Your Communication Skills
As a Team Leader, strong communication is key. Practice articulating your thoughts clearly and confidently. Be prepared to discuss how you manage stakeholder relationships and facilitate effective team meetings.
✨Emphasise Your Coaching Abilities
Highlight your experience in coaching and training team members. Think of specific instances where your support led to improved performance or engagement within your team, and be ready to share these during the interview.
