Team Leader - Customer Experience & Coaching (Contact Centre)

TP; Glasgow; 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 voucher

Holiday Purchase Scheme

Length of Service Awards

Workplace Pension

Inspire Awards

Refer-A-Friend

Wellbeing Webinars

Employee Experience Progress

Job summary

TP is seeking an experienced Team Leader for an on-site role in Glasgow. You will lead and coach a team to deliver outstanding customer experiences, manage performance and drive improvements in a busy contact centre environment.

The role requires strong leadership, communication skills, and the ability to deliver a Simply Brilliant experience across interactions while achieving targets. This permanent, full-time position offers a structured career path and competitive benefits.

Qualifications

• Proven people management skills with the ability to lead and motivate a team.
• Experience in a contact centre environment and in driving performance.
• Strong communication, teamwork and coaching capabilities.
• Ability to plan, prioritise workload and manage multiple priorities.

Responsibilities

• Lead and coach a team to deliver exceptional customer service.
• Manage performance, attendance, and disciplinary processes per policy.
• Drive continuous improvement and process excellence in operations.
• Foster an engaging, inclusive and motivating team culture.

Skills

Process Excellence

Project & Change Management

Collaboration

Communication

Emotional Intelligence

Critical Thinking

Solution Orientation

Stakeholder Management

Commercial Awareness

Data Literacy

Al Proficiency

Entrepreneurship

Open-Mindedness

Tools

Microsoft Office

Job description

TP is seeking an experienced Team Leader for an on-site role in Glasgow. You will lead and coach a team to deliver outstanding customer experiences, manage performance and drive improvements in a busy contact centre environment.

The role requires strong leadership, communication skills, and the ability to deliver a Simply Brilliant experience across interactions while achieving targets. This permanent, full-time position offers a structured career path and competitive benefits.