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About HGS
HGS is a global provider of technology, AI, and business services that helps organizations transform with confidence. At HGS, we combine technology, AI, and human expertise to deliver Intelligent Experiences that drive growth and transformation. Our strong foundation in CX enables us to create impactful solutions across industries. Through our Realized AI approach, we deliver practical innovation with measurable outcomes. Part of the multi-billion-dollar Hinduja Group, HGS takes a “globally local” approach with 17,000+ employees across 10 countries and 23 delivery centers.
About the Role
Take ownership of team performance and deliver high-quality customer service across critical digital services at HGS.
Are you an experienced people leader who thrives in regulated environments and knows how to balance performance, control, and customer experience?
At HGS, our Team Managers lead high-performing Customer Service Advisors supporting complex public service programmes. You’ll take ownership of team performance, ensuring every interaction is accurate, compliant, and professionally delivered in a highly governed environment.
In this role, you will lead from the front, coaching and developing advisors while maintaining control across key performance areas including quality, compliance, productivity, call handling, and customer experience. The work delivered by your team directly impacts customer records, financial outcomes, and service integrity, so consistency, judgement, and attention to detail are critical. You will use data, quality insight, and operational awareness to identify risks, improve performance, and strengthen capability. This is a hands-on leadership role where managing escalations, driving accountability, and maintaining service stability are part of day-to-day delivery. If you are confident working in a structured, performance-led environment and enjoy developing people to deliver at a high standard, this is an opportunity to make a meaningful impact.
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HGS Enables a Coaching Culture
HGS is dedicated to fostering a coaching culture where continuous learning and development are part of everyday life. Our coaching culture empowers employees to achieve their full potential through support from colleagues, managers, and mentors, alongside regular feedback, mentoring, and diverse learning opportunities. If you are passionate about growth for both yourself and others, HGS offers the ideal platform to build your career and thrive in an environment focused on development and collaboration.
Why Choose Us
- Competitive salary
- Fully remote working
- Refer-A-Friend bonuses
- Employee assistance programs
- 25 days holiday, plus bank holidays (increasing with service)
- Development opportunities
- People-focused environment where you’ll build lasting connections
What Are We Looking For
- Are you an experienced Team Manager within a contact centre or regulated service environment?
- Can you lead performance across quality, compliance, productivity, and customer experience?
- Are you confident driving strong call control and improving handling standards without impacting quality?
- Do you use data and insight to identify risk, reduce error, and improve performance?
- Are you comfortable managing escalations and supporting teams through complex or sensitive customer interactions?
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If this sounds like you, and you’re ready to take ownership of team performance within a high-impact service environment, we’d love to hear from you.
Requirements
- Proven experience leading teams within customer service or contact centre operations
- Strong understanding of quality, compliance, call handling metrics, and performance management
- Experience working within regulated or accuracy-critical environments
- Ability to analyse performance data and translate insight into clear actions
- Confidence managing escalations, complaints, and operational risk
- Strong communication skills with the ability to coach, challenge, and develop others
- Good working knowledge of CRM systems, reporting tools, and Microsoft Office
Equal Opportunity Employer
HGS is an equal opportunity employer committed to fostering diversity, equity, and inclusion. We do not discriminate based on race, ethnicity, religion, gender, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. We believe a diverse workforce drives innovation and helps us better understand and serve our global customers and communities.
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