Contact Centre Team Leader

Royal Mail; Milton Keynes; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading postal service provider is seeking an experienced team leader to manage ACA Advisors in Milton Keynes. This hybrid role emphasizes coaching and performance management to meet customer service goals. Candidates should possess strong leadership skills and a background in customer service. Attractive benefits include a competitive salary, annual bonus potential, and extensive wellbeing support.

Benefits

Competitive salary with annual bonus potential

25 days annual leave plus bank holidays

Generous company pension scheme

Enhanced maternity and paternity leave

Extensive discounts and offers

24/7 wellbeing support services

Qualifications

• Proven experience in a customer service environment with a passion for coaching and developing people.
• Ability to lead and motivate both self and others.
• Strong decision-making, negotiation, and influencing skills.

Responsibilities

• Lead and motivate a team of ACA Advisors.
• Deliver performance targets aligned with business objectives.
• Ensure completion of mandatory training across the team.
• Promote continuous improvement and support change initiatives.

Skills

Team leadership

Coaching and mentoring

Communication skills

Customer service experience

Decision-making

Negotiation skills

Resilient attitude

Job description

Overview

This is a hybrid working role with a requirement to attend our Milton Keynes office 3 days per week.

Responsibilities

• 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 & wellbeing initiatives.
• Develop personal development plans and ensure targeted training for growth.
• Genuine passion for wellbeing & 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.

Qualifications

• Competitive salary plus 10% annual bonus potential.

Benefits

• 25 days annual leave plus bank holidays rising with service and a company pension scheme with highly competitive contribution rates.
• 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 groceries, days out, holidays and your household bills.
• Supportive and generous company sick pay.
• Your Wellbeing - 24/7 access to services and tools to help you get the most out of life. From physical and mental health to financial and social support and advice. It’s free, and it’s for everyone.