Contact Centre Team Leader

Are you an experienced Team Leader working within Financial Servies? Our client is a successful and growing business, and they are looking for an Contact Centre Team Leader to join their growing team based in Salisbury.

Job Purpose:

You will lead Leading teams in an omni channel environment to exceed SLA’s, improve voice of customer metrics though continuous improvement and deliver first class customer journeys for policyholders.

Main Accountabilities:

• Responsible for training and coaching team members
• Leading teams daily, circa 12 employees in a FCA environment
• Providing an excellent customer experience and responding to escalated customer queries, to resolve any issues as high priority
• Contributing ideas for continuous improvement
• Provide timely feedback to teams and deliver one-to-one coaching
• Reporting updates to the business on team progress
• Regular, documented one-to-one performance review meetings
• Ensure Quality Assessments are reviewed with every colleague when received
• Collaboration with other areas of the business to exceed company goals and objectives
• Developing and monitoring KPIs
• Resource management
• Mentoring

Skills/qualifications:

• Must have led teams in a similar environment
• Excellent communication skills
• Meticulous
• Strong team player
• Great organisation skills
• Proactive approach
• Able to use own initiative
• Willingness to take on a variety of tasks
• Ability to prioritise workload and organise time efficiently

This is a full time onsite permanent role offering £33,000 - £37,000 DOE and great benefits.

Please contact Gemma Lawrence at Meridian on 07876 250 447 to apply and find out more or email

Meridian Business Support is a recruitment specialist acting on behalf of our client as an Employment Agency for this vacancy.