Contact Centre Team Leader

Unity Five Ltd; Swindon; On-site; GBP 28,000 - 34,000; Full time

Job summary

Unity Five Ltd in Swindon is seeking an experienced Call Centre Team Leader to oversee daily operations, coach frontline staff, and ensure exceptional customer experience. This office-based, full-time role requires hands-on leadership and strong organisational skills to keep service levels high.

You will manage real-time call queues, handle escalations, and collaborate with service delivery and partners. The role offers stability and a chance to drive continuous improvement in a busy public

Qualifications

• Proven experience managing call queues in high-volume environments.
• Strong communication and interpersonal skills with fair leadership.
• Experience handling escalations and complex complaints.
• IT literacy with interest in adopting new technologies.
• Continuous-improvement mindset aligned with business goals.

Responsibilities

• Monitor real-time call queues to maintain SLA performance.
• Manage rotas and arrange staff coverage during peak demand.
• Take calls directly during high-volume periods to relieve pressure.
• Provide real-time coaching and recognise high performers.
• Log and analyse customer complaints to identify trends.
• Escalate severe issues to senior management with partners.

Skills

Customer service

Communication

People management

Coaching

IT literacy

Tools

Jira

Zendesk

Confluence

Job description

Call Centre Team Leader

Swindon

Office-Based

Full-Time and Permanent

£30,600

About the Role

We are looking for an experienced, hands-on, and customer-focused Call Centre Team Leader to oversee our daily call operations and ensure our office runs seamlessly. In this role, you will play a critical part in maintaining exceptional customer experience, supporting and coaching frontline staff, managing operational workflows, and acting as a key link between our service delivery, system products, and council partners.

Our Values

• Human: We put people at the heart of everything we do. Whether supporting our team's well-being during busy periods, listening with empathy to complex customer queries, or delivering real-time praise and coaching, we operate with empathy, fairness, and care.
• Pioneering: We never stand still. We actively use data to spot trends, test better ways of working, drive software enhancements with our product teams, and continually update our knowledge base to keep our operations moving forward.
• Unified: We succeed together. From stepping onto the phones to take the pressure off the team during peak times to working seamlessly across onboarding, customer success, and council partners, we foster a collaborative, supportive environment where everyone succeeds as one team.

Key Responsibilities

Queue Management & Call Operations

• Monitor real-time calling queues to ensure optimal coverage and service level agreement (SLA) performance.
• Actively manage rotas, covering sickness and arranging staff cover during peak demand.
• Step in during high-volume periods by logging in and taking calls directly to relieve pressure on the team.

Customer Experience & Team Support

• Handle complex queries, high-level escalations, and customer complaints while balancing customer satisfaction with team well-being.
• Manage the incoming query inbox efficiently.
• Actively listen on the call floor to provide real-time coaching, resolve emerging issues, and recognise team members for outstanding performance.
• Log, track, and analyse all customer complaints to identify recurring trends and drive continuous service improvements.
• Report severe escalations or customer aggression to senior management for direct review with council partners.

Requirements

Required

• A genuine passion for delivering outstanding customer experiences.
• Proven experience managing call queues within a high-volume, busy environment.
• Strong communication and interpersonal skills, with a supportive and fair leadership style.
• Experience handling customer escalations and complex complaint resolution.
• Strong IT literacy with a keen interest in adopting new technologies.
• A continuous-improvement mindset aligned with strategic business goals.

Desired

• Experience working within call centres.
• Prior team leader or people management experience.
• Familiarity or working knowledge of Jira, Zendesk or Confluence.