Team Leader, Contact Centre Operations (12 months FTC) in Cheltenham

Full-Time: 37.5 Hours per Week. Working hours: Monday to Friday, between 8:00 AM and 5:30 PM based at our Head Office in Cheltenham. Base salary up to £36K, depending on skills and experience, plus a fantastic benefits package including free parking, a competitive pension scheme, paid volunteering days, a subsidised onsite deli, and more.

Opportunity

You will be responsible for managing a team of Customer Service Representatives (CSRs) delivering frontline contact centre services across our UK brands. In this role, you will be part of the Customer Service Management Team, operating at the frontline of the business. You will be a key stakeholder in the day‑to‑day management of all customer‑facing activity. As part of the Customer Service Management Team, you will work closely with your peers to ensure a unified approach to managing teams and delivering the best possible service to our customers. Ultimately, your success will rest upon delivering the highest standards of service and customer satisfaction across the Kohler Mira UK product range.

Core duties include:

• Management of a team of up to 12 CSRs
• Coaching and developing all associates once training is completed
• Ensuring call and email quality meets the expected standard
• Driving value‑added opportunities (for both customers and the business)
• Setting expectations and creating action plans
• Supporting the positive development of all team members
• Handling all people‑related activities within your team
• Managing day‑to‑day operations within the contact centre

Basic Function

• Deliver coaching to all team members, driving continuous improvement in overall results
• Performance management of all team members, ensuring that issues are identified and resolved at the earliest possible opportunity
• Action planning and delivery of initiatives that drive performance improvements across the wider service operation
• Quality assessment of calls and emails for the team, ensuring feedback is given in a timely and constructive manner
• Assisting with recruitment of new hires, selecting the best candidates to deliver high quality customer services to the Kohler Mira consumer
• Devise innovative ways to increase team motivation and recognition of excellence
• Manage the absence of the team in accordance with Kohler Mira procedures

Skills / Requirements

• Strong line management or Kohler Mira Customer Service experience of a minimum of two years
• Ability to display high standards of customer service under pressure
• Strong people motivation skills that drive people to deliver the required results that focus on the customer and their requirements
• Self‑motivated decision maker that isn’t afraid to do the right thing
• Solution driven with an emphasis on matching the right business outcomes to the needs of the customers and team members
• Strong communication skills utilising all available resources
• Computer literacy: Microsoft Outlook, Word and Excel at a basic level is required. Salesforce working knowledge is an advantage
• Organisational skills that facilitate the smooth running of the Customer Contact Centre on a daily basis
• Desire to learn the technical aspects of the Kohler Mira UK product range will greatly assist in the ability to support our customers and team members
• Numbers focused to enable data analysis of team performance

We can offer you a lot in return! We empower each associate to #BecomeMoreAtKohler with a competitive total rewards package to support your health and wellbeing, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation.

About Us

In the UK, Kohler Mira Ltd. is made up of three market‑leading brands: Mira Showers, Rada Controls, and Recoup. Kohler Mira is committed to diversity and inclusion to drive our business results and create a better future every day for our diverse associates, consumers, partners, and global communities. As an equal opportunities employer, it is Kohler Mira’s policy to recruit, hire, and promote qualified people in all job classifications without prejudice.