Job Opportunity: Contact Centre Team Leader Salary: up to £28,500 per annum (DOE) £2,000 on-call bonus and excellent benefits package Location: Hybrid - Norwich Shift Pattern Options: Tuesday - Saturday (Various working shifts available but full flexibility required) About the Role As a Contact Centre Team Leader, you’ll lead a team of Call Handlers, providing them with guidance, mentorship, and operational support to maintain top service levels. You’ll oversee 20 direct reports and work as part of a larger management team. Key Responsibilities People Management: Motivate the team, promote a positive work environment, and use initiative to resolve challenges. Support & Training: Conduct staff appraisals, one-on-ones, performance reviews, and provide training as needed. Performance Management: Manage performance and absence processes, from reviews to implementing improvement plans. KPI Monitoring: Track KPIs, strategize to meet them, and ensure TSA standards. Recruitment & Rota Support: Participate in recruitment, assist in scheduling, and provide 24/7 staff support on a 5-week rotational basis. Emergency Handling Support: Learn call handling to assist during peak times or compliance needs. Perks & Benefits 31 days holiday, increasing with service Discounts on groceries, holidays, restaurants, and more 24/7 Employee Assistance Program Family and friends’ discounts on services Pension Scheme, up to 3% employer contribution Free on-site parking