Contact Center Team Lead in Norwich

Salary: £30,000 per annum, plus monthly Team Performance Bonus Incentives

Contract: Full time, permanent

Shift pattern: 37.5 hours per week, Monday to Friday, with varying shifts between 8am and 6pm (one hour unpaid lunch)

Work model: Hybrid (minimum of 3 days in office)

The Contact Centre provides inbound customer services support for many of TSO’s high-profile clients. We answer customer queries quickly and efficiently and help customers use our products effectively. The Contact Centre Team Leader will lead, coach, and support one of our contact centre teams to deliver exceptional customer service.

As a Contact Centre Team Leader you will be a leader, trainer, coach and administrator all rolled into one! Working with the TSO contact centre leadership, and alongside our operational, sales, marketing and client service teams, you will ensure a high standard of service performance to clients and customers who contact us through telephone, written correspondence, email and web chat.

This role combines operational oversight, staff development, and quality assurance to ensure compliance with strict policies, service level agreements, company standards and legislation. You will act as a key point of escalation, manage team performance, and drive continuous improvement while maintaining strong relationships with clients and internal stakeholders.

• Team leadership and performance

• Motivate, coach, and develop team members to achieve individual, departmental, and business targets
• Conduct regular performance reviews and implement training plans
• Prepare and deliver inductions and ongoing training sessions for staff
• Support succession planning and career development within the team
• Support the Head of Customer Engagement and Fulfilment to ensure best-in-class customer service across the wider team and in support of business objectives

• Ensure queries are processed accurately and within required timescales
• Monitor compliance with contractual agreements, policies and service level targets for written and telephone enquiries
• Maintain processes which are accurate, clear and easy-to-follow and regularly review these to ensure they remain fit for purpose
• Oversee complaint handling and escalation processes, ensuring timely and professional resolution
• Maintain and update training manuals, competency frameworks, and help pages

• Prepare reports on quality, customer care, and satisfaction for review by leadership and clients; identify trends and make data-driven decisions
• Foster a professional, always-learning culture where learning is embedded into daily operations
• Identify opportunities for process improvement and work with relevant parties on implementation

• Act as an effective escalation point for complex or challenging customer issues
• Build and maintain strong relationships with clients and internal teams
• Align team resource with client priorities and TSO business strategy

• Ensure adherence to company policies, HR frameworks, and ISO standards
• Work to deadlines and manage priorities effectively under pressure
• Adhere, at all times, to relevant legislation and standards – including around data privacy

• Strong leadership and motivational skills
• Excellent attention to detail and ability to work to tight deadlines
• Clear and confident communicator (verbal and written) with strong presentation skills
• Proficient in Microsoft Word and Excel; PowerPoint experience desirable
• Ability to multi-task and manage competing priorities
• Customer-focused with strong relationship-building skills
• Analytical mindset with ability to identify and implement improvements
• A proven track record in delivering exceptional customer service
• Responsible, conscientious, and adaptable
• Minimum 5 years’ experience working in a customer services environment

We believe in supporting our employees in both their professional and personal lives. As part of our commitment to your well-being, we offer a comprehensive benefits package, including but not limited to:

• 25 days holiday, plus bank holidays (pro-rata for part time roles)
• Salary sacrifice schemes, retail vouchers – including our TechScheme which can be used on a range of gadgets such as Smart TV’s, laptops and computers or household appliances.
• Life Assurance
• Private Medical Insurance
• Health Assessments
• Discounted gym memberships
• Referral Scheme

You will also have the opportunity to work for a global employer who is dedicated to offering each and every employee an enjoyable, challenging and rewarding career with future career development prospects!

The Company values the differences that a diverse workforce brings to the organisation and will not discriminate because of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (which includes colour, nationality and ethnic or national origins), religion or belief, sex or sexual orientation (each of these being a “protected characteristic” in discrimination law). It will not discriminate because of any other irrelevant factor and will build a culture that values openness, fairness and transparency.

If you have a disability and would prefer to apply in a different format or would like to make a reasonable adjustment to enable you to make an interview please contact us at careersatWL@williamslea.com (we do not accept applications to this email address).

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