Contact Centre Team Lead in Coventry

Job description

Job Title: Contact Centre Team Leader

Job Type: Full Time, Permanent, Hybrid (3 days in office, 2 days remote)

Reports to: Contact Centre Manager

Salary: Up to £32k per annum DOE

About the role

Are you passionate about leading teams and delivering excellent customer service? Do you thrive in a fast paced contact centre environment? We Are Group is currently looking for an experienced contact centre team leader to support and guide our frontline team, ensure the delivery of outstanding service and drive continuous improvement across operations.

As Team Leader, you will supervise a team of contact centre agents handling inbound/outbound calls and emails. You’ll provide day to day leadership, coaching, and development support, while taking ownership of escalated enquiries, performance targets and call quality assurance. You’ll also support the Contact Centre Manager with reporting and safeguarding responsibilities. You’ll act as a Designated Safeguarding Officer, responding appropriately to concerns and maintaining compliance.

Who we are looking for…

You will have proven experience within a supervisory role within a contact centre (3 years or more).

You’ll hold strong communication skills, a proactive and solutions focused approach. High attention to detail and confident using CRM systems and Microsoft Office. Have the ability to support individuals from diverse or vulnerable backgrounds with a sound understanding of confidentiality, safeguarding and data protection. Confidence in leading performance management and team development.

Eligibility for BPSS clearance is essential.

Why join We Are Group?

As a social impact organisation, we offer a collaborative, mission-driven environment with opportunities to lead, grow, and make a real difference. If you're a people-focused leader with a passion for service excellence, we’d love to hear from you.

How do we recruit?

We know not everyone will meet 100% of the criteria, and that’s okay. Research shows that women and some ethnic groups are less likely to apply unless they tick every box. At We Are Group, we value mindset, passion, and the commitment to learn just as much as experience. If this role excites you, please apply, we’d love to see your CV.

We’re committed to equality of opportunity and to safeguarding the welfare of all of our colleagues. As a Disability Confident employer, we offer a Guaranteed Interview Scheme (GIS) for disabled applicants who meet all essential criteria, simply indicate this in your cover letter.

If you have a disability and need any adjustments during the recruitment process, just let us know. We’re committed to making the process inclusive and accessible for everyone.

We aim to respond to all applications within two weeks. Shortlisted candidates will usually have an initial call via phone or Microsoft Teams, followed by a second stage interview if required.

Extra information

Status

Open

Education Level

Secondary School

Location

Coventry

Type of Contract

Part-time jobs

Published at

12-08-2025

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English