Team Leader

Hoop Recruitment; Wales; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading recruitment agency is seeking a Contact Centre Team Leader for a hybrid role in Swansea. This position involves leading a team of 10-12 in a busy financial services environment, focusing on efficiency and customer service. The ideal candidate has proven leadership experience and the ability to motivate others. Benefits include a competitive salary, hybrid working, and professional development opportunities.

Benefits

25 days annual leave + UK bank holidays

Annual discretionary bonus

Free on-site parking

Discounts & cashback with retailers

Professional development support

Qualifications

• Proven leadership experience in a financial services or contact centre environment.
• Experience managing teams of 10+.
• High attention to detail and a commitment to delivering excellent customer service.

Responsibilities

• Lead, motivate and develop a team of 10-12 team members.
• Maintain high levels of efficiency, service, and customer experience.
• Plan resource, oversee work allocation and manage recruitment with HR.
• Provide coaching, support and training.

Skills

Leadership experience

Strong communication skills

Stakeholder management

Attention to detail

Coaching and motivating

Drive to exceed KPIs

Job description

Location: Swansea (Hybrid: 3 days office / 2 days WFH)

Salary: From £30,000 + excellent benefits

Employment Type: Full-time, permanent

Hoop Professional Services & HR are delighted to be supporting a leading organisation within the financial services sector in the search for an experienced Contact Centre Team Leader to join their high‑performing Swansea operation.

They're now looking for an inspiring people leader to take responsibility for a frontline team in a busy, customer‑focused financial services environment.

The Role

• Lead, motivate and develop a team of 10-12 team members
• Maintain high levels of efficiency, service and customer experience
• Plan resource, oversee work allocation and manage recruitment with HR
• Build a positive, engaged, high‑performing team culture
• Provide coaching, support and training to ensure capability across key tasks
• Manage all people processes including 1:1s, performance reviews and team meetings
• Support the Operations Manager with reporting and management information
• Champion company values and uphold best practice across financial services operations

This is a hybrid role requiring three days per week onsite in Swansea, with no weekend work and no late shifts.

About You

• Proven leadership experience in a financial services or contact centre environment
• Experience managing teams of 10+
• Strong communication and stakeholder management skills
• The ability to coach, motivate and positively influence others
• High attention to detail and a commitment to delivering excellent customer service
• Drive to exceed KPIs and lead from the front
• Insurance experience is beneficial but not essential

Benefits

• Competitive starting salary
• 25 days annual leave + UK bank holidays (option to buy up to 3 extra days)
• Annual discretionary bonus
• Hybrid working (3 days office / 2 days WFH)
• Free on‑site parking
• No weekend working or late shifts
• Discounts & cashback savings with well‑known retailers
• "My Optional Extras" personalised benefits platform
• Employee Assistance Programme (wellbeing, legal & financial support)
• Professional development and funded qualifications
• Supportive, collaborative team culture

Interested? If you're an experienced Team Leader looking for your next step within financial services, and you love developing people in a fast‑paced environment, we'd love to hear from you.

Apply Now