Hybrid Contact Centre Team Lead – People-First CX

Foundever; Kingston; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Salary advance

Recognition platform

Hybrid working

Award-winning culture

Job summary

Foundever is seeking a proactive Team Manager to lead a fifteen-strong Customer Success Representatives team at our Kingston contact centre. The role focuses on coaching, performance management and driving customer experiences in a hybrid setup post-training.

You will manage attendance and performance while delivering coaching, development, and HR-related solutions in a fast-paced environment. The contract is temporary until 31 December 2026 with a 37.5 hour week.

Qualifications

• Experience: Minimum 1 year in a Team Manager/supervisory role within a contact centre environment (essential).
• Employee Performance: Strong performance management skills.
• Communication Skills: Excellent verbal and written communication skills, with the ability to adapt your style to customer or client.
• Ability: Good numeric and verbal reasoning skills.
• Critical thinking: Effective problem‑solving skills.

Responsibilities

• Lead and coach a team of fifteen Customer Success Representatives to meet and exceed business objectives, ensuring that financial, operational and quality metrics are consistently achieved.
• Monitor attendance and attrition, taking proactive actions where needed.
• Review and monitor work performance against KPI targets.
• Recognise and reward outstanding performance in line with company values.
• Foster open two-way communication within the team and address feedback.
• Act on employee satisfaction survey results to drive improvements.
• Develop Agents by providing skills and knowledge to perform their jobs.
• Work to improve client satisfaction scores through quality service.

Skills

Team management

Customer service

Coaching

Problem solving

Job description

Foundever is seeking a proactive Team Manager to lead a fifteen-strong Customer Success Representatives team at our Kingston contact centre. The role focuses on coaching, performance management and driving customer experiences in a hybrid setup post-training.

You will manage attendance and performance while delivering coaching, development, and HR-related solutions in a fast-paced environment. The contract is temporary until 31 December 2026 with a 37.5 hour week.