Customer Contact Centre Team Leader

You will manage a front-line customer contact centre team, delivering an excellent, customer-first service across all inbound channels. You will be responsible for coordinating scheduling, forecasting, and performance data to ensure service KPIs are met consistently.

The role provides centralised operational support to service managers and team leaders across the organisation, ensuring accurate information flow, effective workforce planning, and positive customer outcomes.

• Proven experience managing a front-line inbound contact centre team to meet service targets.
• Significant experience overseeing day-to-day operations, including rota planning, scheduling, and re-forecasting to maintain service cover and respond to changing demand.
• Strong experience monitoring performance KPIs and implementing continuous improvements to reduce repeat contact and improve service quality.
• Highly developed skills in optimising staffing levels and schedules to match fluctuating demand.
• Strong analytical skills, with the ability to interpret performance data and identify operational improvements.
• Highly developed communication skills, with the ability to work collaboratively with operational leaders and teams.
• Willingness to participate in an on-call rota to support out-of-hours service delivery.

If you would like to be considered for this opportunity, please email a copy of your CV and personal statement to

You will find more information about this role and working for Harbour Multi-Trades in the job description.

Closing date for applications: Monday 2 February 2026

Interviews will be held on Thursday 19 February 2026

Please note we do not accept agency referrals.

Job posted on: January 14, 2026

Post: Customer Contact Centre Team Leader
Salary: £39,663 per annum
Contract: Permanent
Hours: 35 hours per week (an on-call rota is in operation which will increase earnings and overtime)
Location: Edinburgh
Closing date: Monday 2 February 2026