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- Tasks: Lead and inspire a high-performing Contact Centre team to achieve outstanding results.
- Company: Join one of the UK's top automotive retailers with a focus on people and growth.
- Benefits: Enjoy competitive pay, generous leave, and wellness support for a balanced life.
- Why this job: Make a real impact by driving performance and fostering a positive team culture.
- Qualifications: Experience in leadership roles and strong communication skills are essential.
- Other info: Be part of a dynamic environment with excellent career development opportunities.
The predicted salary is between 27000 - 42500 £ per year.
About us: We are one of the top three automotive retailers in the UK, proudly representing 32 manufacturer brands, selling a huge range of new and used vehicles from over 150 dealerships across the UK and Ireland. We believe our people are our greatest asset, and we’re committed to recognising the valuable contribution each person makes. That’s why we continue to invest in a leading rewards and benefits package designed to support your career, wellbeing, and life outside of work.
Location: Newcastle Business Park
Salary: £27,000 basic with an OTE of £42,500
Reporting to: Contact Centre Manager
Contract: Full-time
Role Purpose: We are seeking an experienced and driven Team Leader to lead, support, and coordinate a high-performing Contact Centre team. You will be responsible for ensuring the effective delivery of daily operations, driving performance against KPIs, and fostering a positive, accountable team culture. Acting as a key communication link between advisors, management, and stakeholders, you will play a vital role in service delivery and continuous improvement.
Key Responsibilities
- Leadership & Team Management
- Provide day-to-day leadership, direction, and support to the team.
- Allocate tasks effectively, monitor progress, and ensure deadlines and quality standards are met.
- Coach, mentor, and develop team members through regular feedback and performance management.
- Lead team meetings and promote open, effective communication.
- Identify, resolve, and elevate performance or operational issues proactively.
- Promote a culture of continuous improvement, innovation, and accountability.
- Ensure compliance with company policies, procedures, and health & safety standards.
- Consistently achieve and exceed KPIs; failure to do so will be considered poor performance.
- Complete tasks beyond the role profile when required to support the wider division.
- Always act with integrity and escalate concerns to the CCC Manager when appropriate.
- Ensure daily performance reporting for all advisors is accurate and consistently distributed.
- Identify potential performance or resourcing risks early and elevate appropriately.
- Provide phone cover when required to maintain service levels.
- Identify and implement operational efficiencies and service enhancements.
- Encourage innovation and best practice across the team.
- Support the Assistant Contact Centre Manager with strategic projects and business initiatives.
- Deliver accurate, insightful reporting to inform business decisions.
- Manage performance and employee relations matters in line with HR frameworks.
- Confidently and assertively address underperformance and lead difficult conversations.
- Maintain focus on achievable operational delivery without overpromising.
- Ensure regular performance reviews, 1:1s, quality assurance, and development plans are completed and documented.
Skills, Knowledge & Experience
- Proven experience in a supervisory or leadership role.
- Strong understanding of sales and aftersales processes and customer expectations.
- Excellent communication, interpersonal, and stakeholder management skills.
- Confident presenting and influencing at all levels of the business.
- Highly organised with the ability to manage multiple priorities under pressure.
- Demonstrated experience in people development, coaching, and team motivation.
- Confident handling escalations, complaints, and performance management.
- Proficient in MS Office (Excel, PowerPoint, Word) and CRM/contact centre systems.
Personal Attributes
- Self-aware, adaptable, and conscientious.
- Assertive with integrity and comfortable holding others accountable.
- Strong attention to detail with strategic and operational awareness.
- Results-driven with a passion for team and customer experience.
- Solutions-focused with a growth mindset.
- Comfortable travelling and working in a fast-paced, changing environment.
Core Benefits:
- Competitive salaries with structured pay scales and progression as you grow within the business.
- Generous annual leave that increases with your length of service.
- Enhanced family leave, including 6 months’ full pay for maternity and adoption leave, and 2 weeks’ full pay for paternity leave.
- Access to Techscheme for discounted technology purchases with flexible payments.
- Eyecare vouchers to help cover vision care needs.
- Smart Health – 24/7 access to GP services to support your mental and physical wellbeing.
- Dental insurance for everyday dental care and unexpected treatments.
- Critical illness cover for peace of mind during life's most challenging moments.
Financial Wellbeing:
- MyView PayNow – access a portion of your pay as you earn, with features to stream, save, and track your money through a user-friendly app.
- Free will writing services to help plan for the future.
- Flexible life assurance options and partner life assurance for added protection.
- Discounted gym memberships to support an active lifestyle.
- Travel insurance to help you explore with confidence.
- Access to home and technology vouchers bYond card and a wide range of exclusive retail and lifestyle discounts.
We strongly believe in nurturing and providing our people with specific manufacturer brand and management training to enhance career development opportunities. We have a great bunch of people, and we like to celebrate and encourage success at all levels. Lookers and Charles Hurst are an equal opportunities employer. We are committed to a working environment that is free from discrimination, is inclusive, and empowers our people to bring their whole self to work and reach their full potential. We take our data protection responsibilities very seriously and are committed to upholding and respecting your privacy rights. Information about how we will process your data including the types of data we collect, the purposes for which we use it, who we may share it with and how long we keep it are set out in our privacy notice. It also includes information about your individual privacy rights. Please make sure you read our Privacy Notice so that you understand how we may collect and use your data.
Team Leader Newcastle upon Tyne, England upon Tyne, United Kingdom employer: Lookers plc
Contact Detail:
Lookers plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Team Leader Newcastle upon Tyne, England upon Tyne, United Kingdom
✨Tip Number 1
Get to know the company inside out! Research their values, culture, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common questions and scenarios related to team leadership. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your achievements.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Team Leader Newcastle upon Tyne, England upon Tyne, United Kingdom
Some tips for your application 🫡
Show Your Leadership Skills: When writing your application, make sure to highlight your leadership experience. We want to see how you've successfully managed teams in the past and how you can bring that expertise to our Contact Centre.
Be Specific About Your Achievements: Don't just list your responsibilities; share specific examples of how you've exceeded KPIs or improved team performance. We love numbers and results, so let us know what you've accomplished!
Tailor Your Application: Make sure your application speaks directly to the job description. Use similar language and keywords to show us that you understand what we're looking for in a Team Leader.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Lookers plc
✨Know Your Stuff
Before the interview, make sure you understand the company and its values. Research their approach to customer service and team management, as this will help you align your answers with what they’re looking for.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a team in the past. Highlight your experience in coaching and mentoring, as well as how you've handled performance issues. This will demonstrate your capability to lead their Contact Centre team effectively.
✨Be Ready for Scenario Questions
Expect questions that ask how you would handle specific situations, like underperformance or team conflicts. Think through your responses ahead of time, using the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready. Inquire about their team culture, performance metrics, or opportunities for professional development. This shows your genuine interest in the role and the company.
