Contact Centre Team Leader

Royal Mail Group; Milton Keynes; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A national postal service provider in Milton Keynes seeks a Contact Centre Team Leader to drive team performance and deliver exceptional customer experiences. The ideal candidate should have experience in customer service and a passion for coaching and developing others. This role offers competitive salary, bonus potential, and hybrid working arrangements.

Benefits

Enhanced maternity and paternity leave

Discounts on groceries and bills

Generous sick pay

24/7 wellbeing support services

Qualifications

• Proven experience in a customer service environment.
• Strong ability to lead and motivate teams.
• Resilience and ability to work under pressure.

Responsibilities

• Lead and motivate a team of ACA Advisors.
• Coach and support team members to meet performance targets.
• Deliver performance aligned with business objectives.
• Communicate policies and champion business values.

Skills

Coaching and developing people

Decision-making skills

Excellent communication

Customer-focused mindset

Job description

Overview

Job reference 327678
Role Contact Centre Team Leader
Salary Competitive salary plus 10% annual bonus potential

25 days annual leave plus bank holidays rising with service and a company pension scheme with highly competitive contribution rates. Permanent, Full time. This is a hybrid working role with a requirement to attend our Milton Keynes office 3 days per week.

Are you passionate about leading teams and driving continuous improvement? We're looking for a dynamic and motivated Team Leader to join our Contact Centre. In this role, you\'ll be at the heart of delivering exceptional customer experiences by coaching and supporting a team of Contact Centre Advisors to meet key performance targets and deliver exceptional levels of customer service.

About the role

• Lead and motivate a team of ACA Advisors to meet quality, productivity, and customer service goals.
• Coach and support team members using the Rewarding Skills process, providing daily performance feedback.
• Deliver performance targets aligned with business objectives.
• Communicate policies effectively and champion business values.
• Apply people policies consistently, including absence and performance management.
• Ensure completion of mandatory training across the team.
• Promote continuous improvement and support change initiatives.
• Collaborate across Customer Experience teams to drive consistency.
• Embrace new technologies and support others in their adoption.
• Provide real-time support and handle escalated customer queries when needed.
• Build, foster and maintain good working relationships with internal stakeholders and external Customers.
• Challenge unacceptable behaviours and foster a positive team culture that promotes health and wellbeing initiatives.
• Develop personal development plans and ensure targeted training for growth.

About you

• Genuine passion for wellbeing and creating a supportive workplace environment.
• Proven experience in a customer service environment with a passion for coaching and developing people.
• Strong decision-making, negotiation, and influencing skills.
• Ability to lead and motivate both self and others.
• Excellent communication and interpersonal skills.
• Confident in having difficult conversations when necessary.
• Highly customer-focused and professional.
• Resilient with a strong can-do attitude and ability to work under pressure.

Extra Benefits

Family friendly support - enhanced maternity pay, paternity leave, adoption leave and shared parental leave.
Discounts and offers - there are more than 800 offers to help you save on things like groceries, days out, holidays and your household bills*.
Supportive and generous company sick pay.
Your Wellbeing - you and your family have 24/7 access to services and tools to help you get the most out of life. From your physical and mental health to financial and social support and advice. It\'s free, and it\'s for everyone.
*Available only to perm employees

Next Steps

The next stage of the selection process will be a face to face or virtual interview consisting of competency based and role specific questions.

Trust is the foundation of Royal Mail. We aim to be transparent about the qualities we seek and what a career with us entails, building trust from the start of your journey with us. Your interview is the first step, and we want you to shine. To help you prepare, we\'ll provide your interview questions in advance, so you can have your best examples ready. At Royal Mail Group, we value trust and our people.

We understand that candidates may not meet all the criteria for the role. If your experience is different, but you have relevant skills we\'d love to hear from you.

Royal Mail Group is committed to inclusion and representing the diverse communities we serve. We welcome applications from all individuals. As a proud Gold signatory to the Armed Forces Covenant, we especially encourage applications from the Armed Forces community, including cadet instructors and spouses/partners.

We are committed to ensuring an inclusive recruitment process. If you require any adjustments to support you during the hiring process, please discuss these with your recruiter when contacted.

We are Forces family friendly and a Gold signatory to the Armed Forces Covenant. We welcome applications from ex-Armed Forces personnel, reservists, veterans, cadet instructors and military spouses/partners.

For more information on Royal Mail Group and our values please click here: https://www.internationaldistributionsservices.com/en/about-us/

Closing Date: 21st September 2025. Please note, this advert may close early if the appropriate number of applications has been reached.

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