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Call Centre Team Leader

Job Posted: 19 hours ago

Salary: £ 30,000 - 30,000 / Annum
Job Type: Permanent
Location: Canary Wharf, Greater London

Expire in: a month

Job Description

Based in Canary Wharf, we are looking for a Careline Team Leader for our client. As Team Manager for the UK Careline, you are responsible for leading and developing your team to deliver exceptional customer experiences across all UK brands. You will manage the day-to-day performance of your team, ensuring high-quality consumer interactions and adherence to service levels and brand standards.
Salary : £30,000 per annum
Location : Canary Wharf
Hours : 40 hours over Monday to Friday 8.00am to 8pm and Saturday 10am to 5pm
Main Duties
  * Leading and developing your team to deliver exceptional customer experiences across all UK brands.
  * You will manage the day-to-day performance of your team, ensuring high-quality consumer interactions and adherence to service levels and brand standards.
  * Scheduling shifts and managing holidays and absences
  * Holding regular 1:1s, and fostering a supportive and high-performing culture.
  * Oversee the team’s case management within Salesforce Service Cloud, ensuring accurate handling and timely resolution of all consumer contacts.
  * A core part of the role is working closely with the Quality & Training Manager and Complaints Manager to ensure your team’s development aligns with business objectives.
  * You will utilise your understanding of the end-to-end complaints process to coach team members, strengthen knowledge, and enhance the overall service quality delivered to consumers.
  * You will also support the Operations Manager by contributing to performance reviews and presenting insights and updates to all stakeholders as part of regular operational meetings.
Skills Requirements
  * Minimum 5 years’ experience within FMCG customer service or contact centre operations, in a supervisory or management role.
  * Comprehensive knowledge of Salesforce Service Cloud, including case handling, reporting, and escalation management.
  * Strong understanding of complaints management processes and regulatory/compliance frameworks.
  * Proven ability to coach and develop team members to improve quality and performance outcomes.
  * Excellent organisational skills, with experience managing schedules, absences, and resource planning.
  * Strong analytical and reporting capability, with attention to detail in performance tracking.
  * Confident communicator, able to build strong relationships with both internal and client stakeholders.
  * Collaborative approach, with experience working cross-functionally with quality, training, and operational teams.
  * Fluency in English (written and verbal) is essential.
Benefits for working at the company
  * Pension Scheme
  * Eye test vouchers and discounts
  * Discounted corporate gym membership with Nuffield
  * Involvement with local charities and fundraising days
  * Campaign specific benefits including discounts, incentives and prizes
  * Recommend a friend scheme paid reward of £500
  * Apprenticeships qualifications and career flight path schemes
  * Recognition and reward schemes with Perk Box Points.
  * Cycle to work scheme
If you feel you are what we are looking for, please apply.
We are an equal opportunity employer and select staff on merit, irrespective of age, disability, gender reassignment, marriage & civil partnership, race, sex, sexual orientation, religion or belief.
Refresh Recruitment Limited does not presently hold a Sponsorship License and while this status is reviewed regularly there is no present proposal to apply for such a License

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