Call Centre Team Lead: Customer Experience & Coaching

Unity Five Ltd; Swindon; On-site; GBP 28,000 - 34,000; Full time

Job summary

Unity Five Ltd in Swindon is seeking an experienced Call Centre Team Leader to oversee daily operations, coach frontline staff, and ensure exceptional customer experience. This office-based, full-time role requires hands-on leadership and strong organisational skills to keep service levels high.

You will manage real-time call queues, handle escalations, and collaborate with service delivery and partners. The role offers stability and a chance to drive continuous improvement in a busy public

Qualifications

• Proven experience managing call queues in high-volume environments.
• Strong communication and interpersonal skills with fair leadership.
• Experience handling escalations and complex complaints.
• IT literacy with interest in adopting new technologies.
• Continuous-improvement mindset aligned with business goals.

Responsibilities

• Monitor real-time call queues to maintain SLA performance.
• Manage rotas and arrange staff coverage during peak demand.
• Take calls directly during high-volume periods to relieve pressure.
• Provide real-time coaching and recognise high performers.
• Log and analyse customer complaints to identify trends.
• Escalate severe issues to senior management with partners.

Skills

Customer service

Communication

People management

Coaching

IT literacy

Tools

Jira

Zendesk

Confluence

Job description

Unity Five Ltd in Swindon is seeking an experienced Call Centre Team Leader to oversee daily operations, coach frontline staff, and ensure exceptional customer experience. This office-based, full-time role requires hands-on leadership and strong organisational skills to keep service levels high.

You will manage real-time call queues, handle escalations, and collaborate with service delivery and partners. The role offers stability and a chance to drive continuous improvement in a busy public