At a Glance
- Tasks: Lead and motivate a team to deliver exceptional customer service and meet performance targets.
- Company: Join Royal Mail Group, a trusted name with a commitment to inclusion and community.
- Benefits: Enjoy competitive salary, annual bonus, generous leave, and family-friendly support.
- Other info: Hybrid working model with opportunities for personal development and career growth.
- Why this job: Make a real impact by coaching and developing a passionate team in a dynamic environment.
- Qualifications: Experience in customer service and strong leadership skills are essential.
The predicted salary is between 36000 - 60000 € per year.
Overview
Job reference 327678
Role Contact Centre Team Leader
Salary Competitive salary plus 10% annual bonus potential
25 days annual leave plus bank holidays rising with service and a company pension scheme with highly competitive contribution rates. Permanent, Full time. This is a hybrid working role with a requirement to attend our Milton Keynes office 3 days per week.
Are you passionate about leading teams and driving continuous improvement? We\'re looking for a dynamic and motivated Team Leader to join our Contact Centre. In this role, you\\\'ll be at the heart of delivering exceptional customer experiences by coaching and supporting a team of Contact Centre Advisors to meet key performance targets and deliver exceptional levels of customer service.
About the role
- Lead and motivate a team of ACA Advisors to meet quality, productivity, and customer service goals.
- Coach and support team members using the Rewarding Skills process, providing daily performance feedback.
- Deliver performance targets aligned with business objectives.
- Communicate policies effectively and champion business values.
- Apply people policies consistently, including absence and performance management.
- Ensure completion of mandatory training across the team.
- Promote continuous improvement and support change initiatives.
- Collaborate across Customer Experience teams to drive consistency.
- Embrace new technologies and support others in their adoption.
- Provide real-time support and handle escalated customer queries when needed.
- Build, foster and maintain good working relationships with internal stakeholders and external Customers.
- Challenge unacceptable behaviours and foster a positive team culture that promotes health and wellbeing initiatives.
- Develop personal development plans and ensure targeted training for growth.
About you
- Genuine passion for wellbeing and creating a supportive workplace environment.
- Proven experience in a customer service environment with a passion for coaching and developing people.
- Strong decision-making, negotiation, and influencing skills.
- Ability to lead and motivate both self and others.
- Excellent communication and interpersonal skills.
- Confident in having difficult conversations when necessary.
- Highly customer-focused and professional.
- Resilient with a strong can-do attitude and ability to work under pressure.
Extra Benefits
Family friendly support - enhanced maternity pay, paternity leave, adoption leave and shared parental leave.
Discounts and offers - there are more than 800 offers to help you save on things like groceries, days out, holidays and your household bills*.
Supportive and generous company sick pay.
Your Wellbeing - you and your family have 24/7 access to services and tools to help you get the most out of life. From your physical and mental health to financial and social support and advice. It\\\'s free, and it\\\'s for everyone.
*Available only to perm employees
Next Steps
The next stage of the selection process will be a face to face or virtual interview consisting of competency based and role specific questions.
Trust is the foundation of Royal Mail. We aim to be transparent about the qualities we seek and what a career with us entails, building trust from the start of your journey with us. Your interview is the first step, and we want you to shine. To help you prepare, we\\\'ll provide your interview questions in advance, so you can have your best examples ready. At Royal Mail Group, we value trust and our people.
We understand that candidates may not meet all the criteria for the role. If your experience is different, but you have relevant skills we\\\'d love to hear from you.
Royal Mail Group is committed to inclusion and representing the diverse communities we serve. We welcome applications from all individuals. As a proud Gold signatory to the Armed Forces Covenant, we especially encourage applications from the Armed Forces community, including cadet instructors and spouses/partners.
We are committed to ensuring an inclusive recruitment process. If you require any adjustments to support you during the hiring process, please discuss these with your recruiter when contacted.
We are Forces family friendly and a Gold signatory to the Armed Forces Covenant. We welcome applications from ex-Armed Forces personnel, reservists, veterans, cadet instructors and military spouses/partners.
For more information on Royal Mail Group and our values please click here: https://www.internationaldistributionsservices.com/en/about-us/
Closing Date: 21st September 2025. Please note, this advert may close early if the appropriate number of applications has been reached.
#LI-Hybrid
Contact Centre Team Leader in Milton Keynes employer: Royal Mail Group
Royal Mail Group is an exceptional employer that prioritises employee wellbeing and development, offering a competitive salary, generous annual leave, and a supportive hybrid working environment in Milton Keynes. With a strong focus on coaching and continuous improvement, employees are encouraged to grow their skills while enjoying a positive team culture that values trust and inclusivity. The company also provides extensive family-friendly benefits and access to wellbeing resources, making it a rewarding place to build a meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Team Leader in Milton Keynes
✨Tip Number 1
Get to know the company culture before your interview. Check out their website and social media to see what they value. This will help you tailor your answers and show that you're a great fit for their team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. Focus on showcasing your leadership skills and how you've motivated teams in the past.
✨Tip Number 3
Be ready to share specific examples of how you've handled difficult situations or improved team performance. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Tip Number 4
Don't forget to ask questions during your interview! Show your interest in the role by asking about team dynamics, training opportunities, and how they measure success. And remember, apply through our website for the best chance!
We think you need these skills to ace Contact Centre Team Leader in Milton Keynes
Some tips for your application 🫡
Show Your Passion:Make sure to highlight your genuine passion for leading teams and delivering exceptional customer experiences. We want to see how you can motivate and support others, so share specific examples from your past roles!
Tailor Your Application:Don’t just send a generic application! Tailor your CV and cover letter to reflect the skills and experiences mentioned in the job description. We love seeing how your background aligns with our values and goals.
Be Clear and Concise:When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to read. We appreciate straightforward communication, especially when it comes to your achievements and skills.
Apply Through Our Website:We encourage you to apply through our website for the best chance of being noticed. It’s super easy, and you’ll be able to track your application status. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at Royal Mail Group
✨Know Your Team Dynamics
Before the interview, take some time to understand the dynamics of a successful Contact Centre team. Think about how you can motivate and lead a diverse group of individuals. Be ready to share specific examples of how you've previously inspired your team to meet performance targets.
✨Showcase Your Coaching Skills
Since this role involves coaching and supporting team members, prepare to discuss your coaching style. Have a couple of examples ready where you successfully developed someone's skills or helped them overcome challenges. This will demonstrate your passion for nurturing talent.
✨Emphasise Customer Focus
The role is all about delivering exceptional customer experiences. Be prepared to talk about your approach to customer service and how you handle difficult situations. Share stories that highlight your ability to maintain professionalism and resilience under pressure.
✨Be Ready for Change
With a focus on continuous improvement and embracing new technologies, think about how you've adapted to change in previous roles. Discuss any initiatives you've led or participated in that improved processes or team performance, showing that you're proactive and open to innovation.
