At a Glance
- Tasks: Lead and develop a team of Operators in a busy Call Centre.
- Company: Join KBR, a leader in public sector Assurance with innovative tech solutions.
- Benefits: Gain valuable leadership experience and enhance your career in a supportive environment.
- Other info: Full-time role in Swindon with opportunities for growth and development.
- Why this job: Make a real impact by guiding a motivated team and driving performance.
- Qualifications: Experience in customer service and strong leadership skills required.
The predicted salary is between 30000 - 40000 £ per year.
About KBR and the Project
KBR’s Estates Intelligence is a leading force in public sector Assurance, providing cutting-edge technical platforms and professional services. We support central government and specialist departments in effectively managing delivery, to achieve their strategic goals.
About the Role
We’re looking for a confident, motivated Team Leader to guide and develop a team of Operators within our busy Call Centre environment. This role is perfect for someone who thrives on supporting people, driving performance, and keeping operations running smoothly.
As a Team Leader, you’ll communicate company goals, uphold safety practices, manage deadlines, and act as the first point of escalation for queries and issues. You’ll also provide essential first‑line support to management through regular updates, monthly 1:1s, and clear communication of contract changes and requirements.
Role Responsibilities:
- Leading your team — Line‑manage a team of Operators, answering questions, offering guidance, and providing regular feedback.
- Delivering monthly 1:1s — Prepare and conduct structured performance and development meetings.
- Coaching for quality — Provide documented coaching sessions and quality feedback across calls, emails, and dip checks.
- Monitoring performance — Track key metrics including Service Level, Call Abandonment, and Call Quality.
- Developing your team — Support Operators through the 4‑tier skill progression scheme and maintain high competency levels.
- Ensuring contract excellence — Build strong knowledge of contract requirements and ensure SLA/KPI compliance.
- Driving motivation — Create a positive, engaged team culture.
- Supporting recruitment — Participate in assessment centres and hiring processes.
- Championing company values — Lead by example and inspire others to do the same.
- Managing systems — Develop expertise in Concept Evolution, Maximo, SharePoint and other FM applications.
- Handling escalations — Act as the first escalation point for issues and keep management informed.
- Supporting operations — Execute BCDR processes and diagnose telephony/system outages.
- Completing admin processes — Manage chase, escalation and other administrative workflows.
- Collaborating with management — Attend benchmarking sessions and support operational initiatives.
What You’ll Bring
- Experience in customer service and supervisory/leadership roles.
- Excellent communication, coaching, and people‑management skills.
- A reliable, responsible, and results‑driven approach.
- Ability to role‑model professional behaviours at all times.
- Strong organisational skills and the ability to work flexibly.
- Confidence using PowerPoint, Excel, and Word.
This role is based Full-Time at Swindon and includes participation in the OOH weekend rota (approx. 1 in 6 weekends) and the OOH On‑Call rota.
Team Leader - Call Centre (12 Month FTC) in Salisbury employer: KBR, Inc
KBR is an exceptional employer that prioritises employee development and fosters a collaborative work culture in Swindon. As a Team Leader in our Call Centre, you will benefit from comprehensive training, regular performance reviews, and the opportunity to lead a motivated team while contributing to meaningful public sector projects. Our commitment to excellence and support for career progression makes KBR a rewarding place to work.
StudySmarter Expert Advice🤫
We think this is how you could land Team Leader - Call Centre (12 Month FTC) in Salisbury
✨Tip Number 1
Network like a pro! Reach out to current employees at KBR on LinkedIn or through mutual connections. A friendly chat can give you insider info and might just get your application noticed.
✨Tip Number 2
Prepare for the interview by practising common questions related to team leadership and customer service. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your coaching skills during the interview. Share specific examples of how you've developed team members in the past, as this aligns perfectly with the role's responsibilities.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets into the right hands. Plus, it shows you're serious about joining the KBR team.
We think you need these skills to ace Team Leader - Call Centre (12 Month FTC) in Salisbury
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Team Leader role. Highlight your leadership experience, customer service background, and any relevant achievements that show you can drive performance and support a team.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about leading a team in a call centre environment. Share specific examples of how you've motivated others and managed operations effectively.
Showcase Your Communication Skills:Since communication is key in this role, make sure your application is clear and concise. Use professional language but keep it friendly. We want to see your personality shine through while still being professional!
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’s super easy to do!
How to prepare for a job interview at KBR, Inc
✨Know the Company Inside Out
Before your interview, make sure you research KBR and its Estates Intelligence project. Understand their goals, values, and the specific role they play in public sector Assurance. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Prepare for Leadership Questions
As a Team Leader, you'll need to demonstrate your leadership skills. Prepare examples of how you've successfully managed teams in the past, handled escalations, and driven performance. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Showcase Your Coaching Skills
Since coaching is a key part of this role, be ready to discuss your approach to developing team members. Think of specific instances where you've provided feedback or conducted performance reviews. Highlight how you’ve motivated your team and improved their skills.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team culture, the challenges they face, or how success is measured in the role. This shows that you're engaged and serious about contributing positively to the team.
