Contact Centre Team Lead

Datacom; Modbury; On-site; GBP 42,000 - 54,000; Full time

Benefits offered by this job

Paid parental leave

Employee Assistance Programme (DataC a

Career development opportunities

Learning platforms access

Employee discounts

Meaningful work

Job summary

Datacom in Modbury, England, is seeking an experienced Contact Centre Team Leader to guide a fast-paced team and deliver outstanding customer service. The role emphasizes people leadership, operational performance, and a strong coaching culture within a robust contact centre environment.

Applicants must be Australian Citizens and able to obtain Baseline security clearance. The position is full-time with rotating shifts across 7:00am–7:00pm, Monday to Friday, based in Modbury.

Qualifications

• Proven experience leading teams within a complex contact centre environment.
• Experience managing teams of up to 25 people.
• Strong coaching and performance-management capability.
• Understanding of contact centre metrics and customer experience.
• Ability to translate data into targeted coaching and outcomes.

Responsibilities

• Lead, coach and develop a team to achieve quality, productivity and customer service outcomes.
• Build a positive, accountable and high-performing team culture.
• Monitor team performance and use data to identify improvement opportunities.
• Conduct regular 1:1s and performance discussions.

Skills

Team leadership

Coaching

Performance management

Data-driven coaching

Customer experience

Communication

Problem-solving

Change management

Job description

About us

At Datacom, we combine technology, expertise, and talented people to help organisations thrive in a rapidly changing world. As one of Australasia's leading technology providers, we work with customers across industries to solve real-world problems and deliver meaningful outcomes.

Whether we're supporting governments, enterprise organisations, or growing businesses, we're committed to creating meaningful outcomes for our customers, communities, and each other.

About the Role

We have an exciting opportunity for an experienced Contact Centre Team Leader to join our team in Modbury.

You'll lead a team within a fast-paced contact centre environment, with responsibility for people leadership, operational performance, quality, customer experience and team development.

This is a hands-on leadership role. You'll use performance insights to understand what's happening within your team, coach individuals to improve, recognise great performance and create an environment where people feel supported and accountable for delivering great outcomes.

We're looking for someone who brings strong contact centre leadership experience, sound judgement and a genuine passion for developing people. You'll be comfortable balancing the needs of your people with operational priorities and customer expectations.

To be successful in this role, you must be an Australian Citizen and be able to achieve a Baseline security clearance.

Operating Hours

This is a full-time opportunity, we require full availability across our operating hours, Monday to Friday between 7:00am and 7:00pm, with shifts scheduled on a rotating roster.

What you’ll do

• Lead, coach and develop a team to achieve quality, productivity and customer service outcomes.

• Build a positive, accountable and high-performing team culture.

• Monitor team performance and use data and insights to identify opportunities for improvement.

• Conduct regular 1:1s, performance discussions and coaching.

• Develop and implement action plans to improve individual and team performance.

• Support your team with complex or escalated customer enquiries.

• Lead by example in professionalism, conduct and accountability.

• Identify opportunities to improve processes, efficiency and customer outcomes.

• Work collaboratively with other leaders and operational teams to deliver broader contact centre objectives.

• Support and communicate operational change, helping your team understand and adapt to new ways of working.

What you’ll bring

• Demonstrated experience leading teams within a complex contact centre environment. Experience within a large-scale contact centre will be highly regarded.

• Experience leading and developing teams of up to 25 people.

• Strong coaching and performance-management capability, with a track record of improving individual and team performance.

• A strong understanding of contact centre measures including quality, productivity, service levels and customer experience, with the ability to translate performance insights into targeted coaching and improved team outcomes.

• Strong emotional intelligence and cultural awareness, with the ability to create an inclusive and supportive team environment.

• Confidence leading people through change and maintaining engagement in a fast-paced environment.

• Strong analytical and problem-solving skills.

• Excellent communication and relationship-building capability.

• Strong organisation, time management and attention to detail.

Culture and benefits

Join a team where you'll be supported to grow your career, prioritise your wellbeing, and make a genuine impact. From industry-leading learning and development opportunities to parental leave, wellbeing support, and employee benefits, we're committed to helping our people thrive both professionally and personally.

We're passionate about creating a workplace where people feel supported, empowered, and inspired to do their best work. Whether you're developing new skills, tackling complex challenges, or collaborating with some of the best minds in the industry, you'll be part of a team that values curiosity, innovation, inclusion, and making a genuine difference.

Why you will love working here

• Paid parental leave

• 24/7 Employee Assistance Programme (DataCare)

• Ongoing learning, certifications, and career development opportunities

• Access to industry-leading learning platforms and future skills training

• Recognition programmes that celebrate great work

• Great employee discounts and financial wellbeing benefits

• Meaningful work that makes a real impact

Eligibility criteria and conditions may apply to some benefits.