Contact Hub Team Lead: Inspire, Coach & Deliver Great CX

SMS; Doncaster; Hybrid; GBP 30,000 - 45,000; Full time

Benefits offered by this job

Hybrid working options

Employee Participation Plan

Enhanced Maternity/Paternity leave

Employee Assistance Program

Health plan (Simplyhealth)

Life Insurance (4x salary)

Pension matching (up to 5%)

Training and development support

Job summary

SMS is seeking a Contact Hub Team Leader in Doncaster to create a positive, safe and motivating environment for our Advisors. You will drive performance and deliver a great customer experience across contact channels in a fast-paced setting.

The role requires strong coaching, leadership, and communication skills, along with 5 GCSEs including Maths and English. We offer hybrid working options and a comprehensive benefits package.

Qualifications

• 5 GCSEs (or equivalent) including Maths and English.
• Experience leading, coaching or supervising a team with ability to inspire and develop colleagues.
• Experience in a fast-paced, customer-focused environment; contact centre experience is an advantage but not essential.
• Clear, confident communication skills, both verbal and written, including the ability to deliver difficult messages.
• Strong computer skills and the ability to work under pressure while meeting multiple targets.
• Solution-focused approach with initiative to implement improvements.

Responsibilities

• Lead, coach and motivate your team through regular coaching and monthly 1:1 reviews.
• Ensure your team meets Contact Centre targets and delivers a great colleague and customer experience.
• Identify gaps in knowledge, compliance, skills or behaviour and close them through coaching.
• Support team development and career growth; identify future leaders and assist recruitment.
• Build a motivated culture that supports colleague health and wellbeing.
• Collaborate with Operations Manager and colleagues to drive continuous improvement.
• Lead by example and uphold company policies and values.
• Perform additional duties as required.

Skills

Team leadership

Coaching

Customer service

Communication

Performance management

Education

GCSEs incl Maths & English

Tools

CRM systems

Job description

SMS is seeking a Contact Hub Team Leader in Doncaster to create a positive, safe and motivating environment for our Advisors. You will drive performance and deliver a great customer experience across contact channels in a fast-paced setting.

The role requires strong coaching, leadership, and communication skills, along with 5 GCSEs including Maths and English. We offer hybrid working options and a comprehensive benefits package.