Customer Experience Team Leader - Banking

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

Benefits offered by this job

Perks at Work – Discounts

Refer-A-Friend bonus

Cycle to Work

Eye care support

Holiday Purchase Scheme

Workplace Pension

Inspire Awards

Wellbeing webinars

Dedicated Employee Experience

Job summary

Teleperformance is seeking a Team Leader for our banking client in Glasgow city centre. The role is on-site, full-time, and requires flexible hours Monday to Saturday with the start date 26th October 2026.

You will lead a team, coach staff, and strive to deliver outstanding customer experiences while meeting business targets. Ideal candidates will have proven people management skills, experience in contact centres, and a track record of driving performance and quality.

Qualifications

• Proven people management skills with the ability to lead and motivate a team and act as a role model.
• Hands on, proactive and engaged with a background in leading others, working to targets and driving performance at both group and individual levels
• Experience of working within a contact centre environment
• Demonstrable experience of managing multiple workflows within a systems thinking environment
• Understanding the direct and indirect impact of poor performance, attrition, and absence within the team and therefore able to strive for excellence in these regards yourself
• Performance and quality management experience
• Used to working in a high volume, fast paced, ever changing environment
• Proven ability to multi-task a number of sometimes conflicting priorities
• Passion for working as part of a team
• Consistently strive to exceed customer expectations
• Excellent communication and interpersonal skills
• The ability to plan and prioritise your workload
• Computer literate and have a working knowledge of Microsoft Office applications
• Natural leader who acts decisively and who shows resilience
• Adaptive and able to manage change, whilst being capable of managing any resistance to change in an articulate, positive and engaging manner
• Strong work ethic
• Strong motivational leadership confidence

Responsibilities

• Lead and coach a team to deliver customer experience that exceeds expectations
• Ensure delivery and improvement of customer service and targets
• Manage absence, performance, and disciplinary processes in line with policy
• Contribute ideas to improve business processes
• Create an engaging, inclusive, and motivating work environment

Skills

People management

Coaching

Target driven

Contact centre experience

Team leadership

Communication

Adaptability

Decision making

Problem solving

Microsoft Office

Organisational skills

Tools

Microsoft Office

Job description

Teleperformance is seeking a Team Leader for our banking client in Glasgow city centre. The role is on-site, full-time, and requires flexible hours Monday to Saturday with the start date 26th October 2026.

You will lead a team, coach staff, and strive to deliver outstanding customer experiences while meeting business targets. Ideal candidates will have proven people management skills, experience in contact centres, and a track record of driving performance and quality.