Contact Centre Team Leader

We are looking for a confident communicator who thrives on problem solving, decision making, and motivating others. As a Team Leader in our busy Contact Centre, you will play a key role in the day to day running of our Service Centre operations. You'll support, guide, and inspire a team of associates while ensuring the department achieves its KPIs and delivers exceptional service.

This is a hands on leadership position where you will manage escalations, navigate challenging conversations, drive continuous improvement, and support customer satisfaction across every touchpoint.

Key Responsibilities

• Ensure the Service Centre meets its performance targets and KPIs
• Lead, support, and develop your team of associates
• Champion and model Hunter Douglas' values in all interactions
• Set and maintain high standards of behaviour and professionalism
• Conduct regular 1 to 1s, reviews, and performance appraisals
• Delegate tasks effectively and manage daily workloads
• Provide ongoing coaching, guidance, and development opportunities
• Monitor quality and productivity, driving high performance
• Identify ways to improve processes, efficiency, and customer experience
• Set clear objectives and plan ahead while adapting to changing needs
• Manage time effectively and track progress against deadlines
• Deliver high quality outcomes within agreed timescales
• Use your deep understanding of customer needs to influence service delivery and improve overall business performance

What We're Looking For

• A proactive mindset with the ability to generate new ideas and identify improvements
• Experience handling complaints and managing escalations
• Strong initiative and the ability to work with minimal supervision
• Excellent problem solving and decision making skills
• Effective time management and organisational capabilities
• Proven customer service experience
• Confidence working with MS Office applications, including Word, Excel, PowerPoint, and Outlook

Why Join Us

At Hunter Douglas, you'll join a supportive, collaborative, and forward thinking environment where your ideas and leadership genuinely make an impact. You'll work alongside other Team Leaders who share a passion for excellence and continuous improvement, with the opportunity to shape service delivery and elevate the customer journey.

We value your growth, encourage development, and recognise achievements, making this a great opportunity to step into a rewarding leadership role.

Please ensure you speak to your line manager before applying.
Everyone who applies will receive a response.