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- Tasks: Lead and inspire a customer service team to deliver exceptional experiences.
- Company: Join Parsley Box, a leader in meal deliveries for older adults in the UK.
- Benefits: Enjoy 33 days annual leave, a generous pension, and wellness support.
- Why this job: Make a real difference in people's lives while developing your leadership skills.
- Qualifications: Experience in a contact centre with supervisory skills and a passion for customer service.
- Other info: Hybrid working model with a vibrant office culture and great team events.
The predicted salary is between 30000 - 40000 ÂŁ per year.
Parsley Box is leading the market for direct-to-consumer meal deliveries for older adults across the UK. Our mission is to help people live well for longer through nourishing, comforting meals made with care. Our service is rated “Excellent” on Trustpilot, and we pride ourselves on our kind and helpful call agents and reliable and fast order delivery.
Role Overview
Lead, motivate, and support the customer service team to deliver consistently high-quality, efficient, and empathetic customer interactions. The Team Leader drives performance, operational discipline, and continuous improvement to ensure every customer receives an excellent Parsley Box experience.
Key Responsibilities
- Oversee daily service delivery to meet targets for service levels, quality, accuracy, and productivity.
- Foster a culture of first-time resolution, empathy, and clear communication.
- Monitor Microsoft Teams chat to spot issues, direct actions, and verify improvements.
- Handle customer escalations promptly and professionally.
- Reinforce high standards of customer experience and team behaviours.
- Analyse performance trends and work with peers to resolve recurring issues.
- Ensure schedule adherence, punctuality, and effective use of time (including wrap control).
- Record and manage absence and lateness processes through BambooHR and MaxContact.
- Apply performance management consistently, including coaching logs and escalations.
- Ensure compliance with GDPR, vulnerable customer processes, and refund/replacement policies.
- Partner with Resource Planning on intraday staffing alignment and risk mitigation.
- Deliver structured coaching using data, call listening, and quality insights.
- Maintain the Skills Matrix to identify gaps and guide development plans.
- Lead or support quality monitoring, feedback, and calibration.
- Support onboarding, upskilling, and ongoing learning across the team.
- Communicate priorities and updates clearly and consistently.
- Collaborate with Resource Planning, Customer Relations, and Operational Efficiency.
- Provide weekly operational updates, including risks, actions, and outcomes.
- Identify repeat contact drivers and support root-cause analysis.
- Contribute to process reviews, documentation, and improvement initiatives.
- Maintain a strong working knowledge of all Parsley Box systems.
Key relationships
- Reports to Resource Planning
- Measured on achievement of service level, quality, accuracy, and productivity targets.
- Schedule adherence, punctuality, and effective use of productive time.
- Accuracy and timeliness of attendance and absence management.
- Quality and impact of coaching and performance management.
- Speed and professionalism in handling customer escalations.
- Reduction in repeat contact drivers and contribution to continuous improvement.
Experience & Skills Needed
- Experience in a contact centre environment with supervisory responsibilities.
- Proven track record of delivering strong customer experience and operational results.
- Confident user of telephony systems, workforce management tools, and Microsoft Office, with strong data interpretation skills.
- Clear, influential communicator able to hold others to account.
- Must hold, or be willing to obtain, up-to-date First Aid certification.
Location & Working Pattern
Location: Hybrid – Edinburgh Office / Home
Friday: Edinburgh Office 9 am – 5 pm
Monday: Edinburgh Office 9 am – 5 pm
Salary & Benefits
- 6% company pension contribution (you contribute 5%)
- Life insurance at 2x salary.
- 33 days annual leave, including public holidays.
- Annual leave increases by 1 day after 2, 4 and 6 years’ service (pro rata).
- 2 additional wellbeing days per year to proactively support your physical and mental wellbeing (pro-rata).
- Birthday day off.
- Cycle to work scheme and health screening through our salary sacrifice portal.
- Modern workspace with onsite parking, café, free gym access, changing rooms with drying lockers, free fruit, lunches and excellent coffee.
- Employee assistance helpline access for support at challenging times.
- Access to corporate discounts such as mortgage solutions and high street shopping, and cinema voucher discounts.
- Funded health screening for over 50s.
- Company socials and events.
We are actively building diverse and inclusive teams and welcome applications from everyone, including people of all ages. CVs are great, but we place more importance on who you are and how you can play your part in the success of Parsley Box. If you need any special assistance at any stage of our recruitment process, please let us know and we’ll happily make any adjustments.
Contact Centre Team Leader employer: Parsley Box
Contact Detail:
Parsley Box Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Team Leader
✨Tip Number 1
Get to know the company inside out! Research Parsley Box's mission and values, and think about how your experience aligns with their goals. This will help you stand out in interviews and show that you're genuinely interested.
✨Tip Number 2
Practice your communication skills! As a Team Leader, you'll need to inspire and motivate your team. Role-play common scenarios or customer interactions with a friend to build your confidence and refine your approach.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn to gain insights into the company culture and expectations. They might even 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, it shows you're serious about joining the Parsley Box team and ready to contribute to their mission.
We think you need these skills to ace Contact Centre Team Leader
Some tips for your application 🫡
Show Your Passion for Customer Service: When writing your application, let your enthusiasm for helping customers shine through. We want to see how you can contribute to our mission of delivering excellent service at Parsley Box.
Tailor Your CV and Cover Letter: Make sure to customise your CV and cover letter to highlight relevant experience in contact centres and leadership roles. We love seeing how your skills align with our values and the responsibilities of the Team Leader position.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language to describe your achievements and experiences, as we appreciate effective communication just as much as you do!
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role without any hiccups.
How to prepare for a job interview at Parsley Box
✨Know the Company Inside Out
Before your interview, make sure you research Parsley Box thoroughly. Understand their mission, values, and what sets them apart in the meal delivery market. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Leadership Skills
As a Contact Centre Team Leader, you'll need to demonstrate your ability to lead and motivate a team. Prepare examples from your past experiences where you've successfully managed a team, resolved conflicts, or improved performance. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Emphasise Customer Experience
Since Parsley Box prides itself on excellent customer service, be ready to discuss how you would foster a culture of empathy and first-time resolution within your team. Share specific strategies you've used in the past to enhance customer interactions and ensure satisfaction.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills and decision-making abilities. Think about potential challenges you might encounter in this role, such as handling escalated customer complaints or managing team performance, and prepare thoughtful responses that highlight your approach.