Customer Experience Team Leader

Teleperformance; Coatbridge; On-site; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Perks at Work

Help@Hand

Critical Illness

Cycle to Work

Eye care

Holiday Purchase

Workplace Pension

Inspire Awards

Refer-A-Friend

Job summary

Teleperformance in Glasgow is seeking a Team Leader to drive customer experience through coaching and leadership. The role requires managing a team to deliver exceptional service and meet operational targets.

You will lead a high-performing team in a fast-paced environment, ensuring a positive culture and consistent delivery of a simply brilliant customer experience. Start date is 26 October 2026 and the role is on-site in Glasgow city centre.

Qualifications

• Proven people management skills with the ability to lead and motivate a team.
• Hands-on, proactive and engaged with a background in leading others and driving performance.
• Experience of working within a contact centre environment.
• Experience managing multiple workflows in a systems thinking environment.
• Understanding impact of poor performance, attrition and absence; strive for excellence.
• Performance and quality management experience.
• Able to multitask in a high volume, fast-paced environment.
• Strong communication and interpersonal skills.

Responsibilities

• Deliver and improve customer experience through management and coaching of the team.
• Lead, inspire, motivate, coach and manage staff to achieve performance and quality targets.
• Create a customer-centric culture focused on consistently brilliant experiences.
• Manage people processes including absence management, 121s, disciplinary, capability, grievance procedures.

Skills

People management

Leadership

Communication

Coaching

Customer experience

Organisational skills

Microsoft Office

Tools

Microsoft Office

Job description

Teleperformance in Glasgow is seeking a Team Leader to drive customer experience through coaching and leadership. The role requires managing a team to deliver exceptional service and meet operational targets.

You will lead a high-performing team in a fast-paced environment, ensuring a positive culture and consistent delivery of a simply brilliant customer experience. Start date is 26 October 2026 and the role is on-site in Glasgow city centre.