Contact Centre Team Leader

About The Role:

As a Team Leader in Client Support, you’ll be right at the heart of how we deliver brilliant service every day. You’ll guide, support and motivate a team of advisors who look after our admin, email and telephone workflows — making sure everything is accurate, efficient and delivered with the AO sparkle.

You’ll keep the team on track, jump in when things get tricky, and create a positive environment where everyone knows what “great” looks like and feels confident delivering it. You’ll be the go-to person for quality, performance, coaching and escalation support, helping your advisors grow while keeping our customers and partners happy.

• Hours: 37.5 hours per week
• Shift Pattern: 5 out of 7 days.

Here's What You Can Expect To Be Doing:

• Leading and supporting a team of advisors across administrative tasks, email handling and telephone contacts, helping them consistently deliver their best work.
• Coaching advisors through regular 1:1s, performance reviews and ongoing development conversations.
• Creating a motivated, high?performing team environment where people feel valued, supported and clear on expectations.
• Managing attendance and conduct in line with AO policies, always taking a fair and people?first approach.
• Carrying out regular quality checks to ensure written communication, administration and data accuracy meet AO standards.
• Ensuring full process compliance so all work is consistent, efficient and customer?ready.
• Owning daily work allocation to keep priorities clear, workloads balanced and SLAs on track.
• Managing escalations involving complex admin issues or errors, resolving them calmly, clearly and efficiently.
• Driving continuous improvement in accuracy, productivity and overall team delivery.
• Embedding a culture where ownership, quality and SLA performance matter every day.

A Few Things About You:

Essential

• You’re an experienced people leader who enjoys coaching, developing and motivating others.
• You’re confident managing performance, attendance and conduct in a fair, consistent and supportive way.
• You have a strong eye for detail and take pride in quality, accuracy and compliance.
• You’re comfortable working with SLAs and understand what it takes to consistently meet (and exceed) them.
• You’re organised and confident juggling priorities, workloads and deadlines.
• You handle escalations calmly and take ownership of resolving issues end?to?end.
• You maintain strong knowledge of systems, tools and processes so you can confidently support your team.
• You’re motivated by continuous improvement and helping your team grow in confidence, accuracy and productivity.

Our Benefits:

• 33 days holiday
• At least 5% contribution pension scheme
• Enhanced Maternity, Paternity and Adoption Packages
• Make a difference day (x2 fully paid charity days a year)
• Gain exclusive ticket access to AO Arena, Sales Sharks, and Manchester Thunder.

To see all our benefits and perks, visit our AO Benefits page