Call Centre Team Leader

Location: Salisbury
Salary: £32000 per annum + Bonus
Job Type: Full-Time, Permanent

We are looking for an enthusiastic and experienced Call Centre Team Leader to join our growing customer operations team. This is an exciting opportunity for a motivated leader who is passionate about delivering outstanding customer service, developing high-performing teams, and driving operational excellence.

As a Team Leader, you will be responsible for managing a team of customer service advisors, ensuring performance targets are achieved, and creating a positive and engaging working environment.

• Lead, motivate and develop a team of customer service advisors.
• Conduct regular one-to-one meetings, coaching sessions and performance reviews.
• Monitor KPIs including quality, productivity, customer satisfaction and attendance.
• Support recruitment, onboarding and training of new team members.
• Handle escalated customer queries and complaints professionally.
• Ensure compliance with company policies, procedures and regulatory requirements.
• Analyse performance data and identify opportunities for improvement.
• Drive employee engagement and contribute to a positive team culture.
• Collaborate with other departments to improve customer experience and operational efficiency.

The ideal candidate will have:

• Previous experience in a Team Leader, Supervisor or similar leadership role within a call centre or customer service environment.
• Strong people management and coaching skills.
• Excellent communication and interpersonal abilities.
• Experience managing performance against targets and KPIs.
• Strong problem-solving and decision-making skills.
• Good organisational and time management capabilities.
• Proficiency with CRM systems and Microsoft Office applications.
• A positive, proactive and customer-focused approach.

CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, and all telephone calls may be recorded for training and auditing purposes, your personal data will be held on our secure internal CRM system indefinitely. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 10 years inactivity your CV will be deleted permanently from our database.

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