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Customer Care Centre

Team Leader - Contact Centre (Work from home)

Manchester - Customer Service Centre
Hours Per Week:
Vacancy Type:

Job Description

Role Overview:  


As a Team Leader working in a hybrid style (Contact Centre in Radcliffe) for our Customer Care Centre you will be responsible for leading a team of up to 20 frontline customer service colleagues. Your role will be to effectively lead, coach and engage your team to drive performance, whilst improving quality and customer satisfaction to ensure a fantastic customer experience, generate customer loyalty and increase brand confidence.   



  • Lead, develop, coach and motivate colleagues to be self-aware and perform to the highest standards, across a variety of channels, meeting all KPIs and delivering an exceptional standard of customer service in line with customer and business expectations. 

  • Effectively manage service levels and monitoring scheduled adherence.  

  • Build and maintain a positive working culture across the operation, that has a customer first ethos focused on exceeding customer expectations and first-time resolution.  

  • Conduct regular 1-2-1s, coaching sessions and team engagement activities with individuals and teams, to ensure they are fully supported to improve and deliver excellent customer experience and support customer needs. 

  • Resolve customer complaints and queries escalated from team members, knowing when to escalate to Customer Experience Managers as and when required. 

  • Positively challenge ways of working to drive a continuous improvement culture for colleague and customer experience. Sharing ideas with peers and Customer Experience Managers, whilst putting solutions into practice.  

  • Identifying training needs and working in partnership with L&D to ensure that team members have the skills to carry out their roles effectively. 

  • Ability to analyse operational data reports and tools and respond quickly to trends and issues identified through customer contact and colleague performance, including CSAT trends. 

  • Carry out regular quality checks on your teams customer interactions, whilst working closely with your team’s quality coach to drive an exceptional customer experience and address any performance concerns. 

  • Clearly communicating all important changes to your team, whilst developing their knowledge and understanding of business plans and current performance, to enable them to contribute effectively to delivering to business objectives. 

  • Developing and maintaining relationships with other key stakeholders and areas of the business to ensure accurate and up-to-date knowledge of current operational and customer issues. 

  • Working closely with the Resource Planning Team – Supporting Real Time Analyst with duty manager cover where applicable and ensuring necessary scheduled adherence from customer care centre colleagues. 

  • Provide support as required to others, including other Team Leaders and Customer Experience Managers to facilitate the effective delivery of operational activities and the swift resolution of any problems or issues. 

  • Managing and maintaining accurate records of absence, lateness, conduct and employee development in line with company policies and procedures. 

  • Drive the further development of both team and individual performance, ensuring that any under performance is addressed using the company procedures and guidelines in place. 

  • Demonstrate company values, behaviours and vision in own role, whilst instilling these in within teams. 

  • Ensure all Health & Safety requirements, impacting their own role and the roles of others, are adhered to. 

  • Attend and actively engage in management/CCC/Customer Ops meetings where required. 

  • Support the Recruitment Team by taking an active part in the call centre recruitment process to ensure we hire the best talent. 

  • Have a full understanding of Dunelm’s policies, processes and procedures to be able to fully support your team in assisting customers and resolving their queries.  

  • Conduct a variety of team leader duties such as performance reviews, investigations, disciplinaries and return to work interviews etc. 

  • Identifying and spotting future talent to reach their full potential, working with individuals to recognise and develop their skills and understanding, whilst spotting future talent.  

  • Take ownership of own and team’s professional development plan(s), with clear SMART objectives and appraisals.  

  • Demonstrate company values, behaviours and vision in own role, whilst instilling these in within teams. 

  • Deputy for the Customer Experience Manager and undertake any additional duties as required by management. 



Essential Experience:  

  • 1 year minimum of proven experience as a contact centre Team Leader, managing up to 20 team members. 

  • Demonstratable track record of managing high performing teams and developing individual team members. 

  • Experience in delivering 121s, coaching, return to work interviews, investigations and disciplinaries.  

  • Flexibility to work shifts between the hours of 8am-9pm Monday-Sunday, in line with your team’s shift pattern.  

  • Experience in interviewing/recruiting. 

  • Knowledge of HR/Employee relations practices. 

  • Experience of crisis management

  • Willingness to travel to Customer Care Centre as required by business needs (all expenses paid)