Contact Centre Team Leader

About the role

This newly created position will lead a friendly, down‑to‑earth contact centre team in Preston. You will coach, support and develop agents to deliver great customer experiences, drive strong results and embed a customer‑first culture.

Key responsibilities

• Lead and support up to 15 Contact Centre Agents across Level 1 and Level 2.
• Coach and develop team members through regular one‑on‑ones, feedback, learning sessions and performance reviews.
• Monitor performance, analyse trends and implement improvement actions.
• Manage rostering, attendance and adherence to ensure effective coverage.
• Collaborate with People & Culture, Training, QA and other internal teams to provide needed resources.
• Maintain day‑to‑day operations to meet SLAs and KPIs.
• Handle escalations and complex customer issues when required.

Required profile

• Proven experience in a contact‑centre leadership role (any industry, technical background valued).
• Strong people‑leadership, coaching and communication skills.
• Data‑driven mindset with the ability to spot improvement opportunities.
• Analytical and problem‑solving capability.
• Confidence using contact‑centre systems, CRM and telephony platforms.
• Good understanding of key metrics such as AHT, SLA, FCR and CSAT.
• Energy, empathy and ability to lead through change.

Required skills

• CRM systems
• Telephony platforms
• Contact‑centre software

What we offer

• Hybrid work model – 3 days onsite, 2 days remote.
• Free onsite parking.
• Inclusive, trust‑based culture focused on innovation and care.
• Opportunity to shape a growing team in a global fintech leader.