Contact Centre Team Leader Location: Norwich / Hybrid Working Salary: £26,325 - £28,500 per annum (depending on experience) plus £2,000 on call bonus Hours: 37 ½ hours per week Shift pattern: Tuesday - Saturday, 2-week rota (Week 1: 08:00 - 16:30; Week 2: 11:30 - 20:00) Contract: Full Time, Permanent Our client is a well-established business and a market leader in their industry. They are looking for an experienced Contact Centre Team Leader to join their team. As a Contact Centre Team Leader, you will play a crucial role in managing the day-to-day operations of a busy contact centre. You will be responsible for leading and motivating a team of approximately 22 Emergency Call Handlers, ensuring they provide exceptional service to customers at all times. Main Responsibilities: Motivating the team and working to promote a healthy and positive working environment. Listen to team members’ feedback and resolve any issues or conflicts. Supporting staff by carrying out staff appraisals, one to ones, reviews and providing training. Holding performance reviews, producing and implementing performance improvement plans. Absence management, including carrying out return to works meetings. Monitor KPIs for the centre, suggesting and implementing strategies to ensure these are met. Being actively involved in the recruitment process. Provide Emergency Call Handling support to the team if call volumes. Skills/Experience Required: Passionate about helping others with a strong customer focus and empathy Proven experience managing teams, ideally within a customer-facing environment Experience managing teams in a contact centre environment is highly advantageous Excellent communication and interpersonal skills Strong organisational and time-management abilities Proficient in Microsoft Office Suite, particularly Excel Ability to think quickly and adapt to changing situations In return for your hard work and commitment, our client offers fantastic benefits, including: 31 days of annual leave, increasing to 33 days with length of service (includes bank holidays worked on rota) Exclusive discounts on groceries, shopping, holidays, insurance, days out, restaurants, and more 24/7 employee assistance programme Family and friends' discounts on services and products Pension scheme Free on-site parking