Mortgage Advice Bureau
Contact Centre Team Leader
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Permanent
Full-time (36 hours, Monday to Friday)
Hybrid working, 3 days in our Derby office and 2 days working from home
Lead a team that's making every customer conversation count.
At MAB, our Contact Centre team plays an important role in engaging with customers from our existing database across a range of financial services campaigns. Every conversation has the potential to create a positive customer experience and support better outcomes for both our customers and the business.
We're looking for a Contact Centre Team Leader to lead, develop and support a team of advisers, helping them deliver high-quality customer interactions while achieving individual and team performance goals. This is an opportunity for an experienced people leader who enjoys coaching others, driving performance and creating a positive, high-performing team culture.
If you're passionate about developing people, motivating teams and delivering excellent customer outcomes, we'd love to hear from you.
The Role
As a Contact Centre Team Leader, you'll be responsible for the day-to-day leadership of a team of advisers, ensuring performance, quality and compliance standards are consistently achieved.
You'll provide regular coaching, feedback and development support, helping team members maximise their potential while delivering great customer experiences. Working closely with the wider management team, you'll identify opportunities to improve campaign performance, support business objectives and foster a collaborative and engaged team environment.
You'll also play an important role in supporting operational excellence, ensuring regulatory requirements are met and helping the team adapt to new technologies and ways of working.
What You'll Be Doing
- Leading, motivating and supporting a team of Contact Centre Advisers to achieve individual and team targets.
- Monitoring and managing daily performance across quality, productivity, compliance and campaign outcomes.
- Providing regular coaching, feedback and development support to improve performance and capability.
- Conducting regular one-to-one meetings, performance reviews and team meetings.
- Ensuring customer interactions are delivered to a high standard and in line with regulatory and company requirements.
- Overseeing outbound campaigns and supporting advisers to engage customers effectively.
- Identifying performance trends, risks and opportunities, taking proactive action to improve results.
- Supporting onboarding, training and integration of new team members.
- Managing escalated customer queries and complaints professionally and effectively.
- Working closely with management to optimise campaign performance and share customer insights.
- Maintaining accurate reporting and performance records.
- Creating a positive, collaborative and high-performing team culture.
- Ensuring adherence to operational processes, quality standards and compliance requirements.
- Encouraging continuous improvement and the sharing of best practice across the team.
- Supporting wider Contact Centre initiatives and business objectives where required.
- Developing a strong understanding of our RingCentral telephony platform, managing campaigns and understanding how RingSense AI technology can support Contact Centre performance.
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What We're Looking For
We're looking for a people-focused leader who can inspire, coach and develop others while maintaining a strong focus on customer outcomes, compliance and operational performance.
You'll be an excellent communicator with the ability to build positive relationships, manage performance effectively and create an environment where individuals and teams can thrive.
You'll Bring
- Previous experience leading, supervising or coaching a team within a contact centre environment.
- Strong people leadership skills with the ability to motivate, support and develop team members to achieve performance targets.
- Experience managing performance through coaching, feedback and regular performance reviews.
- Good understanding of contact centre performance metrics including productivity, quality, conversion and customer outcomes.
- The ability to maintain high standards of customer service whilst ensuring regulatory and compliance requirements are met.
- Strong communication and interpersonal skills with the ability to build positive relationships with team members and stakeholders.
- The ability to analyse performance data and identify opportunities to improve team performance and campaign results.
- Experience handling escalated customer queries or complaints in a professional and effective manner.
- Strong organisational skills with the ability to manage multiple priorities in a fast-paced environment.
- A proactive and positive approach with a focus on continuous improvement and team engagement.
Our Values
Success at MAB is not only about what we do, but how we do it.
Take Ownership
We take responsibility for outcomes, individually and collectively. We follow through, act proactively and hold ourselves to high standards.
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Customer First
We put our customers at the centre of how we communicate, support and deliver our work.
Stronger Together
We achieve more when we collaborate, support one another and celebrate success collectively.
Embrace Change
We evolve, adapt and actively look for better ways to work. We see change as an opportunity to improve.
🤝 Recruitment Process
- 1st stage: Teams Interview
- 2nd stage: Face-to-Face Interview
What’s In It For You?
- 💸 Private Medical Insurance (Vitality), 25 days annual leave (increasing to 28 with service) plus your birthday off, matched pension contribution (L&G), share save scheme (Equinity), retail discounts, free entertainment tickets, plus much more!
- ⏰ Flexible working hours with hybrid working for Head Office roles (as agreed with your line manager)
- 📚 A wide range of Learning & Development offers, from 121 coaching to qualification support, helping you to grow and thrive in your career
- 🤝 A supportive, inclusive culture with forums you're welcome to join from day 1, using your voice to make MAB an even better place to work
Everyone is Welcome
At MAB, we value different experiences and perspectives which adds diversity and value to our culture. As an equal opportunities employer, we are committed to creating an environment where everyone feels welcomed, included and heard for who they are. We aspire to have a diverse and inclusive workplace and strongly encourage applicants from a wide range of backgrounds to apply and join us.
We are committed to reducing barriers in every stage of our recruitment process so everyone feels they can bring their best self when applying for new opportunities at MAB. If you’d like to hear how we can support you by adjusting our process, from application to interview and onboarding, please contact careers@mab.org.uk.
Use of AI
We recognise that AI tools can be a helpful way to articulate your qualities, skills and experience when applying for roles. It’s important to us, however, that we see the real you throughout the recruitment process. We hire real people, not polished personas! We simply ask that you consider carefully how and where you use AI during your application, so we can hear your own thoughts and meet your authentic self.
Please note we are unable to consider candidates requiring visa sponsorship at this moment in time. We won't be accepting speculative CVs from recruitment agencies, with a full PSL in place.
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