Contact Centre Team Leader

Harper Finance; Nottingham; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading not for profit organisation in Nottingham is seeking an experienced Call Centre Team Leader. This role involves managing staff and ensuring excellent service delivery across multiple sites. It offers flexibility in working hours, competitive pay, and is ideal for someone with relevant experience. Apply now to join a supportive team committed to high-quality service.

Benefits

Competitive hourly rate

Flexible full-time or part-time hours

Supportive staff culture

Qualifications

• Previous experience in a busy call centre or service operations environment.
• Proven leadership or supervisory experience.
• Excellent communication, organizational, and problem-solving skills.

Responsibilities

• Oversee operational workflow across all company sites.
• Coordinate home visits and patient transport.
• Monitor and manage demand, reallocating staff as needed.

Skills

Leadership experience

Communication skills

Problem-solving skills

Organizational skills

Calm under pressure

Job description

Overview

Call Centre Team Leader – £16.92 – £22.55 per hour (depending on shift pattern). Permanent | Office-based (Nottingham). Out of Hours: Evenings, Nights & Weekends.

Harper Recruitment Group are working in partnership with a leading not for profit organisation who place people at the heart of everything they do. We’re looking for an experienced Call Centre Team Leader to join their growing operations team in Nottingham. You’ll play a key role in managing staff, coordinating workflow, and ensuring excellent service delivery across multiple sites.

This is a great opportunity for someone with call centre, customer service, or team leadership experience who thrives in a busy environment and enjoys supporting others.

The role offers fantastic flexibility and is ideal for an existing Team Leader looking to take on extra hours and increase earning potential, or a former Team Leader seeking a part-time position and happy to work evenings, nights, or weekends.

The company operates a 12-week rotating shift pattern, which is adaptable based on your availability. You can work from as little as 8 hours per week up to full-time hours, depending on your preferences and commitments.

What will the role involve?

• Oversee operational workflow across all company sites, ensuring smooth service delivery throughout each shift.
• Coordinate home visits and patient transport to maintain timely and safe patient care.
• Monitor and manage demand, reallocating staff and adjusting priorities to address peaks in workload.
• Follow direction from the senior management, ensuring consistent operational standards.
• Lead and support on-duty staff, providing guidance, mentorship, and maintaining team morale during shifts.
• Maintain clear communication with internal teams and external partners to ensure seamless patient care.
• Ensure compliance with company policies and quality standards, reporting and escalating incidents as needed.
• Contribute to service improvement by identifying issues, sharing learning outcomes, and supporting governance processes.

Who are we looking for?

• Previous experience in a busy call centre, contact centre, or service operations environment.
• Proven leadership or supervisory experience, able to motivate and guide a team.
• Excellent communication, organisational, and problem-solving skills.
• Calm under pressure, adaptable, and able to manage shifting priorities.
• A proactive, team-focused attitude and a passion for helping others.

What’s on offer

• Permanent role with flexible full-time or part-time hours available.
• Competitive hourly rate with enhanced pay for evenings, weekends, and bank holidays.
• A supportive, people-focused employer with excellent staff culture.

If you’re an experienced Call Centre Team Leader or a Team Leader looking to progress your career with a meaningful organisation we’d love to hear from you.

Apply NOW to avoid disappointment! Due to the large volume of applications, we receive, we are unfortunately unable to contact all candidates. If you have not heard from a consultant within the next three days, please assume that you have not been successful on this occasion. Please do not hesitate to apply for other suitable roles in the future.

At Harper Recruitment Group, we’re always looking to grow our network of talented professionals. We know that brilliant people like you often know others just as exceptional – and we’d love to be introduced! As a thank you, we’re offering a Love2shop voucher worth up to £50* for every successful referral.

Tamsin Wheatcroft Recruitment is now part of Harper Recruitment Group

We’re proud to share an exciting milestone at Harper Recruitment: Tamsin Wheatcroft Recruitment is now part of our Group.

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