Contact Centre Team Leader

Government Recruitment Service; Newcastle upon Tyne; On-site; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Civil Service Pension (28.97%)

25 days annual leave + bank holidays

Flexible working

Job summary

Government Recruitment Service is seeking a capable Team Leader to oversee the Customer Service Centre in Newcastle upon Tyne. You will lead a team, manage priorities, and drive performance across calls, emails, social media, web chat, and paper applications.

You will coach staff, use management information to improve individual and team performance, and ensure services meet targets and SLAs. The role collaborates with the virtual management team to maintain consistent service delivery.

Qualifications

• Experience leading and motivating a team to deliver high-quality services.
• Ability to use management information to drive performance improvements.
• Experience ensuring targets and SLAs are achieved across multiple channels.

Responsibilities

• Lead the Customer Service Centre team and manage priorities and performance.
• Coach staff and provide timely feedback to improve performance.
• Manage delivery of services across channels (calls, emails, social media, web chat, paper applications).
• Monitor and report on performance against targets and SLAs.
• Collaborate with virtual management to ensure consistent service delivery across the centre.

Skills

Coaching staff

Performance management

Management information

Team leadership

Prioritisation

Job description

Can you lead and motivate a team to deliver high-quality services while effectively managing priorities and performance?

Do you have experience coaching staff and using management information to improve individual and team performance?

If so, we'd love to hear from you!

The post holder is responsible for achieving targets and service level agreements within the Customer Service Centre. They will manage a team and ensure they deliver a high quality service across the various products handled by the CSC using a range of channels including calls, emails, social media, web chat and paper applications. Regular feedback on performance is required to ensure standards are adhered to.

The post holder will work closely with the virtual management team to ensure a consistent service is delivered across the centre.

Joining our department comes with many benefits, including:

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensionshere
• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays aprivilege day for the King’s birthday
• Flexible working options where we encourage a great work-life balance.

Read more in the Benefits section below!

Find out more about whatit'slike working atDVSA:Driver and Vehicle Standards Agency - Department for Transport Careers

Your responsibilities will include, butaren’tlimited to:

• Execute management responsibilities effectively and in line with DVSA policies and processes, planning and coordinating tasks and activities and taking responsibility for ensuring objectives are delivered.
• Managing people and performance using CSC and agency guidance.
• Listening to, understanding, respecting and accepting the value of different views, ideas and ways of working.
• Provide guidance to staff to support the delivery of objectives. Manage and engage with honesty and integrity, upholding the reputation of the Agency, Department and Civil Service.
• Work in collaboration with colleagues across all functions for the good of DVSA and to create a high performing and well respected Agency.
• Monitor team performance against targets and service level agreements and take appropriate action to ensure that performance is maintained.
• Ensure monitoring of calls, emails and social media is conducted to the agreed level and provide timely feedback to staff through coaching sessions.

For further information on the role, please read the role profile.Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.

Proud member of the Disability Confident employer scheme

Contact Centre Team Leader

Company: Government Recruitment Service Salary: £32,027 to £32,027 a year Hours: Full-time Location: Newcastle-upon-Tyne Job type: Permanent Posting date: 9 Nov 2026 Closing date: 6 Dec 2026 Apply for this job

Summary

Can you lead and motivate a team to deliver high-quality services while effectively managing priorities and performance?

Do you have experience coaching staff and using management information to improve individual and team performance?

If so, we'd love to hear from you!

The post holder is responsible for achieving targets and service level agreements within the Customer Service Centre. They will manage a team and ensure they deliver a high quality service across the various products handled by the CSC using a range of channels including calls, emails, social media, web chat and paper applications. Regular feedback on performance is required to ensure standards are adhered to.

The post holder will work closely with the virtual management team to ensure a consistent service is delivered across the centre.

Joining our department comes with many benefits, including:

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensionshere

• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays aprivilege day for the King’s birthday

• Flexible working options where we encourage a great work-life balance.

Read more in the Benefits section below!

Find out more about whatit'slike working atDVSA:Driver and Vehicle Standards Agency - Department for Transport Careers

Your responsibilities will include, butaren’tlimited to:

• Execute management responsibilities effectively and in line with DVSA policies and processes, planning and coordinating tasks and activities and taking responsibility for ensuring objectives are delivered.
• Managing people and performance using CSC and agency guidance.
• Listening to, understanding, respecting and accepting the value of different views, ideas and ways of working.
• Provide guidance to staff to support the delivery of objectives. Manage and engage with honesty and integrity, upholding the reputation of the Agency, Department and Civil Service.
• Work in collaboration with colleagues across all functions for the good of DVSA and to create a high performing and well respected Agency.
• Monitor team performance against targets and service level agreements and take appropriate action to ensure that performance is maintained.
• Ensure monitoring of calls, emails and social media is conducted to the agreed level and provide timely feedback to staff through coaching sessions.

For further information on the role, please read the role profile.Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.

Apply for this job

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Proud member of the Disability Confident employer scheme

About Disability Confident Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.

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