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- Tasks: Lead and inspire a dynamic Contact Centre team to deliver exceptional customer service.
- Company: Join Peabody, a values-driven organisation committed to inclusivity and support.
- Benefits: Enjoy 30 days holiday, flexible benefits, and a generous pension scheme.
- Why this job: Make a real impact while developing your leadership skills in a hybrid work environment.
- Qualifications: Experience in leading teams and a passion for outstanding customer service.
- Other info: Be part of a supportive culture that celebrates diversity and empowers everyone.
The predicted salary is between 30000 - 42000 £ per year.
Pitsea, Essex – hybrid working available
Ready to lead, inspire, and make a real impact? We’re looking for a passionate Team Leader to join our Contact Centre team at Peabody. If you thrive in a fast-paced environment, love motivating people, and are committed to delivering exceptional customer experiences, this could be the perfect role for you!
What you’ll do
- As a Team Leader, you’ll play a key role in ensuring our customers receive the highest standard of service.
- You’ll manage escalated calls and complaints promptly and professionally, support your team to maintain coverage across all channels, and ensure smooth operations by reporting and escalating IT and telephony issues when needed.
- You’ll work a rotating shift pattern from Monday to Friday between 08:00 and 18:00, providing cover for annual leave and sickness to maintain leadership presence.
What you’ll bring
- Proven experience leading a team in a contact centre (or similar), driving performance and setting clear goals.
- Strong knowledge of contact centre processes and customer support best practices.
- A track record of delivering outstanding customer service.
- Experience managing change and improving ways of working.
- Confidence in performance management and coaching.
We believe in creating an inclusive workplace where everyone feels valued and supported. We welcome applications from all backgrounds and communities – your skills and passion matter most. This is a hybrid role working between the Pitsea office and home. Please note that a competency sign off is required to enable home working and you will need to ensure you have a suitable home working set‑up.
Why join us?
When you join Peabody, you’re joining a team guided by our values, Be Kind, Do the Right Thing, Love New Ideas, Celebrate Diversity, Keep Our Promises, and Pull Together. We believe in creating a workplace where everyone feels supported, included, and empowered.
What we offer
- 30 days’ annual holiday, plus bank holidays
- Two additional paid volunteering days each year
- Flexible benefits scheme, including family friendly benefits and access to a discount portal
- 4 × salary life assurance
- Up to 10% pension contribution
Please read before applying
If this sounds like we are right for you and you’d love to be part of Peabody, we’d like to hear from you. Please apply now by submitting an anonymised CV and a short statement explaining why you’re the perfect fit for this role. We may close this advert before the advertised closing date, depending on the number of quality applications received. Interviews will be taking place in person: 1st stage: 22nd and 23rd January, 2nd stage: 29th and 30th January.
PLEASE NOTE: Peabody does not provide sponsorship as a licensed UK employer.
Contact Centre Team Leader in Basildon employer: Peabody
Contact Detail:
Peabody Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Team Leader in Basildon
✨Tip Number 1
Get to know the company culture! Before your interview, check out Peabody's values and think about how your own experiences align with them. This will help you show that you're not just a fit for the role, but also for the team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. Focus on your leadership experience and how you've handled tough situations in the past – this is your chance to shine!
✨Tip Number 3
Be ready to share your ideas! Peabody loves new ideas, so think about how you can improve customer service or team performance. Bring these suggestions to the interview to show you're proactive and passionate about making a difference.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. Mention something specific from your conversation to remind them of your enthusiasm and keep you top of mind as they make their decision.
We think you need these skills to ace Contact Centre Team Leader in Basildon
Some tips for your application 🫡
Craft a Compelling CV: Make sure your CV highlights your experience in leading teams, especially in a contact centre. Use clear examples of how you've driven performance and delivered outstanding customer service to grab our attention!
Write a Personal Statement: In your short statement, let us know why you’re the perfect fit for the Team Leader role. Share your passion for motivating others and your commitment to exceptional customer experiences – we want to see your personality shine through!
Tailor Your Application: Don’t just send a generic application! Tailor your CV and statement to reflect the specific skills and experiences mentioned in the job description. Show us that you understand what we’re looking for and how you can contribute.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows you’re keen on joining our team at Peabody!
How to prepare for a job interview at Peabody
✨Know the Company Values
Before your interview, take some time to familiarise yourself with Peabody's values. They emphasise kindness, inclusivity, and innovation. Think about how your own experiences align with these values and be ready to share specific examples that demonstrate your commitment to them.
✨Showcase Your Leadership Skills
As a Team Leader, you'll need to inspire and motivate your team. Prepare to discuss your previous leadership experiences in detail. Highlight situations where you successfully managed a team, resolved conflicts, or improved performance. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving abilities, especially regarding escalated calls and complaints. Think of scenarios you've faced in the past and how you handled them. Be ready to explain your thought process and the outcomes, showcasing your ability to maintain high service standards under pressure.
✨Ask Insightful Questions
At the end of the interview, you'll likely have the chance to ask questions. Use this opportunity to show your interest in the role and the company. Ask about the team's current challenges, how success is measured, or what opportunities there are for professional development. This not only shows your enthusiasm but also helps you gauge if the role is the right fit for you.
