Contact Centre Team Leader

Veritas Careers; Leicester Forest East; On-site; GBP 41,000 - 50,000; Full time

Job summary

Veritas Careers is recruiting a Contact Centre Team Leader for their Leicestershire operation. You will lead a busy call centre, driving customer care and conversions from inbound/outbound enquiries into appointments and direct sales.

The role requires proven Call Centre leadership, a track record in sales and customer satisfaction, and FCA accreditation (or willingness to obtain). A proactive, customer-focused mindset and strong HR skills are essential.

Qualifications

• Proven experience in a Call Centre or similar leadership role.
• Strong track record of driving sales and customer satisfaction.
• Exceptional leadership, coaching and motivational skills.
• Strong organisational and time management abilities.
• Confident handling performance-related issues and HR tasks (rotas, holidays, commissions).
• FCA accreditation (or willingness to obtain).
• Proactive, professional and customer-focused mindset.

Responsibilities

• Lead and inspire the Call Centre team to deliver outstanding customer care across all touchpoints.
• Convert a high volume of inbound and outbound enquiries into appointments and direct sales.
• Drive team performance while ensuring compliance with all necessary regulations, including FCA policies.
• Monitor, coach and develop team members through regular one-to-one sessions and performance reviews.
• Manage departmental productivity and staffing to ensure optimum coverage and efficiency.
• Maintain a professional, friendly and brand-aligned environment within the call centre.
• Provide insights and feedback on customer trends during daily management meetings.
• Liaise with internal departments to ensure seamless communication across the business.

Skills

Call Centre Leadership

Sales & Customer Care

People Management

Coaching

HR Tasks (rotas/holidays)

FCA accreditation

Job description

Posted On 02-11-26

Job Information

City Leicestershire

Province Leicestershire

Postal Code LE1

Job Description

Veritas Careers are recruiting for an Established and Highly Successful Automotive Retailer who have a requirement for a Contact Centre Team Leader to join their busy car sales contact centre in Leicestershire.

Key Responsibilities

• Lead and inspire the Call Centre team to deliver outstanding customer care across all touchpoints.
• Convert a high volume of inbound and outbound enquiries into appointments and direct sales.
• Drive team performance while ensuring compliance with all necessary regulations, including FCA policies.
• Monitor, coach, and develop team members through regular one-to-one sessions and performance reviews.
• Manage departmental productivity and staffing to ensure optimum coverage and efficiency.
• Maintain a professional, friendly, and brand-aligned environment within the call centre.
• Provide insights and feedback on customer trends during daily management meetings.
• Liaise with internal departments to ensure seamless communication and collaboration across the business.

Requirements

Are you a dynamic leader with a passion for customer service and sales? Do you thrive in fast-paced environments and know how to bring out the best in a team?

The successful applicant will:

• Have a proven experience in a Call Centre or similar leadership role.
• Strong track record of driving sales and customer satisfaction.
• Exceptional leadership, coaching, and motivational skills.
• Strong organisational and time management abilities.
• Confident handling performance-related issues and HR tasks (rotas, holidays, commissions).
• FCA accreditation (or willingness to obtain).
• A proactive, professional, and customer-focused mindset.

The role comes with a Competitive £45,000 basic salary and performance-based bonus with a £55k OTE.