Call Centre Team Leader in Leeds

£37,000 + Excellent benefits package

Full time / permanent

Bradford (onsite)

Do you have experience working as a Call Centre Team Leader within a regulated call centre environment? Are you looking for a new and exciting opportunity within a growing organisation? This role extends beyond day-to-day management, offering the opportunity to shape the customer experience, drive team performance, and enhance service delivery.

Combining strong people leadership with effective operational oversight, you'll champion continuous improvement initiatives that reduce avoidable contact and deliver better outcomes for both customers and the business.

What will I be responsible for?

• You will lead, coach and develop a team of Customer Service Representatives, supporting them to deliver consistently high standards of service. This includes regular one-to-ones, ongoing coaching, and creating a culture of ownership and accountability.
• You will also support recruitment, onboarding and development, while maintaining a strong focus on team engagement and wellbeing.
• You will ensure all customer interactions across phone, email, webchat and social media are handled professionally and efficiently, with a focus on first-time resolution.
• You'll act as an escalation point for more complex or sensitive issues, including complaints, and ensure these are managed in line with policy and expectations.
• A key part of the role is identifying where the customer experience can be improved and taking action to drive those changes.
• You will manage team workloads, priorities and queues to ensure KPIs and SLAs are met.
• Using performance data, you'll identify trends in contact, understand root causes and take proactive action to improve performance. This includes monitoring productivity, quality and customer satisfaction, and ensuring work is completed accurately and on time.
• You will use insight from customer contact, complaints and performance data to identify opportunities to reduce demand and improve efficiency. This may include improving processes, refining customer communications, and supporting the introduction of new systems or ways of working.
• You'll also play a role in promoting digital and self-serve options to customers.
• You will work closely with teams such as Billing, Engineering and Account Management to ensure customers receive a seamless service.
• Acting as a link between frontline operations and the wider business, you will help ensure issues are resolved effectively and improvements are implemented where needed.
• As a hands‑on leader, you will step in to support the team during peak periods or when required, maintaining service levels in a fast‑paced and changing environment.

Call Centre Team Leader benefits:

• 33 days holiday
• Fully paid training
• Life insurance
• Health insurance
• Buy/sell holidays
• EV car scheme
• Company pension
• Cycle to work scheme
• Child care voucher scheme
• Money coach & financial planning
• Company savings scheme
• Retail vouchers / discounts