Scottish Friendly
Contact Centre Team Manager 6 months FTC
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Role: Contact Centre Team Manager (6 Month FTC)
Salary: £28-£35k
At Scottish Friendly, our customers are at the heart of everything we do. We're looking for an experienced and people-focused Team Manager to join our Customer Service team on a 6-month fixed-term contract.
This is an excellent opportunity for an engaging leader who thrives on coaching, developing and motivating teams to deliver outstanding customer outcomes. If you're passionate about people management, performance improvement and building high-performing teams, we'd love to hear from you.
What You'll Be Doing
As a Team Manager, you'll lead a team of Customer Service Administrators, creating an environment where people can perform at their best whilst delivering exceptional customer experiences.
Key responsibilities include:
- Leading, coaching and developing team members to maximise performance and capability.
- Managing performance, attendance, employee relations issues and day-to-day people matters in line with company policies and procedures.
- Creating a highly engaged, customer-focused and accountable team culture.
- Supporting colleagues to achieve and maintain competence within their roles.
- Planning and prioritising workloads to ensure service standards and business objectives are achieved.
- Monitoring operational performance and identifying opportunities for improvement.
- Ensuring all activities are completed in line with regulatory, compliance and risk management requirements.
- Driving continuous improvement initiatives that enhance customer outcomes and operational efficiency.
- Working collaboratively with stakeholders across the business to deliver positive customer and commercial outcomes.
- Supporting the delivery of Consumer Duty and Treating Customers Fairly (TCF) standards across the team.
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What We're Looking For
We're particularly interested in hearing from candidates who are experienced people leaders within a contact centre environment and have a proven track record of managing performance and developing teams.
You'll ideally bring:
- Significant experience leading and managing customer service or operational teams.
- Strong coaching, mentoring and employee development skills.
- Experience handling performance management, absence management and employee relations matters.
- A proactive and resilient leadership style with the ability to manage challenging situations effectively.
- Excellent stakeholder management, communication and influencing skills.
- Strong organisational skills with the ability to balance competing priorities.
- A customer-first mindset and passion for delivering excellent service.
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Desired Skills and Experience
What We're Looking For:
We're particularly interested in hearing from candidates who are experienced people leaders within a contact centre environment and have a proven track record of managing performance and developing teams.
You'll ideally bring:
- Significant experience leading and managing customer service or operational teams.
- Strong coaching, mentoring and employee development skills.
- Experience handling performance management, absence management and employee relations matters.
- A proactive and resilient leadership style with the ability to manage challenging situations effectively.
- Excellent stakeholder management, communication and influencing skills.
- Strong organisational skills with the ability to balance competing priorities.
- A customer-first mindset and passion for delivering excellent service.
Desirable Experience:
- Experience working within an outsourced contact centre environment.
- Experience within financial services or another regulated industry.
- Understanding of risk, compliance and regulatory requirements.
- Knowledge of Consumer Duty, TCF and customer outcome frameworks.
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