Capita
Contact Centre Team Leader
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Contact Centre Team Leader
Job Description
This is a home-based role.
As part of our commitment to building an inclusive and diverse workforce, we would particularly welcome applications from people who are from Black, Asian and other ethnic minority backgrounds.
What you'll be doing
- Lead and manage a team of Customer Service Advisors, ensuring performance targets, service levels and quality standards are consistently achieved.
- Monitor performance against key performance indicators (KPIs), service levels, quality standards and customer satisfaction measures.
- Conduct one-to-one meetings, coaching sessions and performance reviews to support development and wellbeing.
- Develop and implement coaching and development plans to improve individual and team performance.
- Promote a positive customer-focused culture that encourages professionalism and high-quality service delivery.
- Support continuous improvement activities by communicating operational updates, managing change initiatives and working with internal stakeholders.
What we’re looking for
Essential
- Previous experience leading and managing a team within a customer service or contact centre environment.
- Proven ability to monitor and manage individual and team performance against KPIs, service levels, quality standards and customer satisfaction measures.
- Experience conducting one-to-one meetings, coaching sessions and performance reviews to support employee development and improve performance.
- Ability to use performance data, management information and quality assurance feedback to identify opportunities for improvement and drive results.
- Experience developing and implementing coaching and development plans to improve individual and team performance.
- Strong communication and stakeholder management skills, with the ability to work collaboratively across operational support functions.
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About Capita
Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences.
What’s in it for you?
- A competitive basic salary of £30,000.
- 23 days’ holiday (rising to 27) with the opportunity to buy extra leave.
- The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice.
- Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more.
- Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology.
- Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform.
- The flexibility that comes with working from home.
Unlock Your Potential with Capita
At Capita, your career can take you wherever your ambition leads. You'll become part of a diverse network of talented, forward-thinking professionals working across a wide range of disciplines and sectors. We’re committed to your growth — offering exciting opportunities to expand your skills, explore new paths, and advance your career.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Join us and discover a career with purpose. #CareersWithPurpose
🤝 Customer first, always
🧑💻 Fearless innovation
✅ Achieve together
💙 Everyone is valued
What we hope you’ll do next
Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.
Equal Opportunities
At Capita, we’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer; we want to hear from you if you’d like to discuss any adjustments you might need during your recruitment process. Please email reasonableadjustments@capita.com or call 07784 237318 and we’ll get back to you to discuss.
For more information about equal opportunities and the types of adjustments we can offer, please visit the Capita Careers website.
If you have a question that does not relate to adjustments during your recruitment process, please email our Talent Acquisition team - CPScareers@capita.com.
Location
Home-Based - GBR, United Kingdom
Time Type
Full time
Contract Type
Permanent
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