Team Leader vacancy

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

We have exciting opportunities available for new Team Leaders to join our prestigious banking client. If you thrive in a fast-paced environment, are a driven and competitive individual with a desire to develop and progress those around you then we would love to hear from you!

Team Leader vacancy

Start Date: 26th October 2026

Location: On site role - Glasgow city centre

Hours: Full-time 40 hours per week, full flexibility required between 7am – 9pm Monday to Saturday & 10am to 5pm on Sunday

Contract: Permanent

Salary : £27500

Role Overview

As a Team Leader you will be responsible for the delivery and improvement of the customer experience through management and coaching of a team to provide excellent service which exceeds customer expectations.

You will do this by ensuring a positive, productive, engaging team culture delivering a simply brilliant experience through your ability to lead, inspire, motivate, coach and manage your people to deliver exceptional levels of quality whilst meeting all relevant operational and business targets.

Through Your Leadership Experience, You Will Have The Ability To Create a Customer Centric Culture, Ensuring That All Team Activities Are Focused On The Effective Delivery Of a Simply Brilliant Experience In Every Interaction Driving a High Level Of Customer Satisfaction

• Maintain effective control of all aspects of people processes including absence management, 121’s, disciplinary, capability & grievance procedures, employee relations, performance management, and all other employment related issues ensuring they are managed in line with policy frameworks
• Contribute ideas and suggestions to improve business processes
• Coach and encourage people to reach beyond their potential and to own and achieve their performance, quality, and customer outcomes consistently.
• Create a highly engaging, inclusive, and fun work experience for your team.

You Will Ideally Have

• 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

Core 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

Background Check Requirements

• Criminal Record Check
• Credit Check
• 5 years address history
• 3 years referencing history

About Us

We are part of a global organisation operating across more than 50 countries, supporting customers in more than 66 languages and dialects on behalf of some of the worlds leading brands.

Across the UK, we operate from multiple locations and provide a diverse range of customer experience and contact centre solutions.

Our success is driven by our people. Their passion, expertise and commitment enable us to deliver outstanding customer experiences while helping our clients achieve their strategic goals.

What You Get From Us

• Perks at Work – Savings Discounts / Free Online Classes
• Help@Hand - Savings Discounts / Podcast / Wellbeing Recourses / Webinars / Access to; GP’s, Mental Health Support, Financial Advice, Legal Advice
• Critical Illness – up to £10,000
• Cycle to Work Scheme
• Eye care support voucher
• Holiday Purchase Scheme
• Length of Service Awards
• Workplace Pension
• Monthly Inspire Awards – For the best of the best
• Refer-A-Friend earns up to £1,200 for you
• Monthly Wellbeing Webinars
• Dedicated Employee Experience Progress – Here to support TP journey