Contact Hub Team Leader - FTC

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

Why choose us?

Choosing to work for SMS means choosing to make a difference. We are changing how businesses and consumers use energy for the better, helping achieve a greener, sustainable, and more affordable energy system for everyone. Through our range of innovative energy solutions, we are delivering the future of smart energy – working closely with private and public sector partners we are playing a critical role in transforming and decarbonising the UK economy by 2050.

FTC - end date 31st January 2027

What's in it for you?

• 25 personal holiday days per year (with additional 8 public holidays) increasing to 30 personal days after 5 years of service (includes options to buy and sell)
• Hybrid working options.
• Automatic enrolment into the Employee Participation Plan.
• Enhanced Maternity leave. Paternity and Adoption leave.
• 24/7 free and confidential employee assistance service.
• Simplyhealth health plan offers a wide variety of benefits from cashback on everyday healthcare treatments like optical, dental and physio treatments. Discounted gym memberships and free 24/7 online GP.
• Life Insurance (4 x annual salary)
• Pension matching scheme (up to 5% of salary)
• Developing our people is important to us - we support and encourage development by offering internal and external accredited courses, secondments and study support.

Visit Our People page

Visit Our People page

What's the role?

Our Contact Hub Team Leader is accountable for creating a positive, safe, challenging, motivated environment for our colleagues to perform at their best. Their role is critical to the success of our Advisors to deliver the required operational performance and a Great Customer Experience through each of our contact channels.

The role operates in a fast-paced environment where change is embraced, and we work together to achieve our objectives and associated targets living our company Vision and Values.

You will be based at one of our Contact Hubs and you will work 40 hours per week on shits between 8am to 8pm, Monday to Saturday.

Key responsibilities

• Lead, coach and motivate your team through regular coaching and monthly 1:1 performance and development reviews
• Make sure your team is in the right place at the right time, delivering against Contact Centre targets and a great colleague and customer experience
• Use our quality framework to spot gaps in knowledge, compliance, skills or behaviour, close them through coaching, and manage people policies where needed
• Support your team’s development and career growth at SMS, identify future leaders and help recruit new talent
• Build a motivated, rewarding culture that supports colleague health and wellbeing
• Work with your Operations Manager and colleagues across the business to take ownership of issues, share best practice, support change and drive continuous improvement
• Lead by example, following company policies and living our Vision and Values
• Any other duties as required

To be considered for this role, we would love you to have

• 5 GCSEs, (or equivalent) standard including Maths and English
• Experience leading, coaching or supervising a team, with the ability to inspire, motivate and develop customer-focused colleagues
• Experience in a fast-paced, customer-focused environment; contact centre experience (inbound or outbound) 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 well under pressure while meeting multiple targets and objectives
• A solution-focused approach, with the initiative to come up with new ideas and turn them into clear plans for improvement