At a Glance
- Tasks: Lead and support a customer service team to deliver excellent experiences.
- Company: Join Parsley Box, a top-rated meal delivery service for older adults.
- Benefits: Enjoy competitive salary, generous leave, and wellness days.
- Other info: Hybrid working model with a vibrant office environment and great team culture.
- Why this job: Make a real difference in customers' lives while developing your leadership skills.
- Qualifications: Experience in a contact centre with supervisory skills required.
The predicted salary is between 24000 - 36000 € per year.
A little bit about Parsley Box: 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.
Responsibilities
- Lead, motivate, and support the customer service team to deliver consistently high-quality, efficient, and empathetic customer interactions.
- 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 Contact Centre Manager
- Resource Planning
- Customer service agents
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
- Saturday: Home 9 am – 5 pm
- Sunday: Home 10 am – 4 pm
- Monday: Edinburgh Office 9 am – 5 pm
Salary & Benefits
- Salary: £30,000 pa / £22,400 (pro-rata)
- 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 - Part Time employer: Parsley Box
Parsley Box is an exceptional employer, offering a supportive and inclusive work culture that prioritises employee wellbeing and growth. With a hybrid working model in the vibrant city of Edinburgh, team members enjoy generous benefits such as 33 days of annual leave, a strong pension contribution, and unique perks like additional wellbeing days and a birthday day off. Join us to be part of a mission-driven team that values empathy and excellence in customer service, while also providing opportunities for professional development and a healthy work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Team Leader - Part Time
✨Tip Number 1
Get to know Parsley Box! Familiarise yourself with their mission and values. When you understand what they stand for, you can tailor your conversations to show how you fit into their culture.
✨Tip Number 2
Practice your communication skills! As a potential Team Leader, you'll need to demonstrate clear and influential communication. Role-play common scenarios or customer interactions to build your confidence.
✨Tip Number 3
Show off your leadership style! Think about how you would motivate and support a team. Be ready to share examples of how you've driven performance and improved customer experiences in the past.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining the Parsley Box family.
We think you need these skills to ace Contact Centre Team Leader - Part Time
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for the role shine through! We want to see how much you care about delivering excellent customer service and supporting your team.
Tailor Your CV:Make sure to customise your CV to highlight relevant experience in contact centres and leadership. We love seeing how your skills align with our mission at Parsley Box!
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so make sure your key achievements and experiences are easy to spot!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and get the ball rolling on your journey with Parsley Box.
How to prepare for a job interview at Parsley Box
✨Know Parsley Box Inside Out
Before your interview, make sure you understand Parsley Box's mission and values. Familiarise yourself with their meal delivery service and how it benefits older adults. This will show your genuine interest in the company and help you connect your experience to their goals.
✨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 of how you've successfully managed teams in the past, focusing on your coaching techniques and how you've driven performance improvements.
✨Prepare for Customer Scenarios
Expect to discuss how you would handle customer escalations and ensure first-time resolutions. Think of specific situations from your previous roles where you turned a negative experience into a positive one, highlighting your empathy and communication skills.
✨Be Data Savvy
Since the role involves analysing performance trends, brush up on your data interpretation skills. Be ready to discuss how you've used data to improve service delivery or resolve issues in your past roles, as this will demonstrate your analytical mindset.
