Team Leader

JD GROUP; Bury; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading fitness organization is seeking a Contact Centre Team Leader based in Bury. The role involves leading and motivating a team of advisors to deliver exceptional member service, achieving performance targets while fostering a supportive team culture. Candidates should have prior experience in customer service leadership, strong coaching skills, and a commitment to providing a high-quality customer experience. This position offers an opportunity to influence team engagement and customer satisfaction significantly.

Qualifications

• Experience in a contact centre or customer service leadership role.
• Strong commitment to delivering exceptional customer experience.

Responsibilities

• Lead and develop a team of advisors to achieve targets.
• Manage daily operational performance and resource planning.
• Provide ongoing feedback and coaching to advisors.
• Assist with escalated member queries.
• Monitor quality and compliance across communication channels.

Skills

Coaching and people management skills

Excellent communication

Problem-solving abilities

Ability to work in a fast-paced environment

CRM platform proficiency

Job description

JD GYMS

Role: Contact Centre Team Leader
Reporting To: Contact Centre Manager
Based: JD Gyms Contact Centre – Leeds Kirkstall Road, LS4 2AZ

Purpose of the Role

To lead, support, and motivate a team of Advisors to deliver outstanding member service, drive performance, and ensure an efficient, high-quality experience across all communication channels.

Key Responsibilities

• Lead, coach, and develop a team of advisors to achieve performance targets and service standards.
• Manage team workload, resource planning, and daily operational performance.
• Provide ongoing feedback, 1:1 coaching, and performance reviews to support advisor development.
• Assist with escalated member queries, ensuring timely and effective resolution.
• Monitor quality and compliance across all channels.
• Analyse performance data to identify trends, opportunities, and improvement areas.
• Support the onboarding and training of new starters to the contact centre.
• Promote JD Gyms values and foster a positive, member‑focused team culture.

Essential Skills and Experience

• Experience in a contact centre or customer service leadership role.
• Strong coaching and people‑management skills with the ability to motivate teams.
• Excellent communication, problem‑solving, and decision‑making abilities.
• Ability to work in a fast‑paced, target‑driven environment.
• Confident using contact centre systems, reporting tools, and CRM platforms.
• A strong commitment to delivering exceptional customer experience.

Proposed Measures of Success

• Achievement of team KPIs (quality, productivity, response times, and member satisfaction).
• Improved team engagement, development, and retention levels.
• Consistent delivery of high customer satisfaction and reduced complaint escalations.
• Effective coaching evidenced through skills growth and advisor performance.
• Smooth and reliable day‑to‑day operations with minimal service disruption.