Contact Centre Team Leader - Hybrid 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 Salary: £30,000 and excellent benefits package and bonus Location: Hybrid - Norwich About the Role This is an amazing opportunity for an experienced Customer Service professional to grow and join a great client of ours. One with a core passion for Customer Care and overall Customer Service Excellence. This opportunity would suit someone who has managed a team within customer service or a Senior Advisor who has acted as a supervisor in the past and looking to step into management. As a Contact Service Team Leader, youll lead a team of Call Handlers, providing them with guidance, mentorship, and operational support to maintain top service levels. Youll oversee 8 direct reports and work as part of a larger management team. Shift Pattern Options: Tuesday - Saturday (Various working shifts available but full flexibility required) Team Leadership: Promote a positive work environment, motivate team members, manage performance and absence. Operational Oversight: Monitor KPIs, ensure compliance with TSA standards, and assist with staffing and cost management. Support & Development: Conduct appraisals, create improvement plans, and provide training. Call Handling Support: Step in during high volumes or emergencies to support call handling.