Job Description:

Team Leader - Customer Contact

Location: Beeston, Nottingham, NG9 1LA

Contract: Permanent based on a 37.5hr week

Salary Banding: £38,447 - £40,470

We're looking for a motivated and experienced Team Leader to guide and inspire our Contact Centre team in delivering outstanding service to our customers.

In this role, you'll be responsible for leading daily operations, managing performance, and driving continuous improvement, while ensuring an excellent customer experience across telephony and digital channels. You'll play a key part in helping us achieve both team and corporate KPIs, particularly within housing, property repairs, and maintenance services.

Key Responsibilities

• Lead, coach and motivate a team to achieve challenging KPIs and service targets
• Manage day-to-day workflows, delegate tasks, and provide clear direction
• Act as a key escalation point for complex customer queries, including supporting the Out of Hours Repairs service
• Ensure exceptional customer experience across all contact channels
• Monitor performance and implement improvement plans to drive results
• Support effective resource planning and operational delivery
• Foster a collaborative, engaged and high-performing team culture
• Act as Manager designate when required, providing leadership in the absence of your line manager

What You'll Be Doing

• Acting as the link between management and frontline colleagues
• Resolving issues quickly and efficiently while maintaining service quality
• Supporting a 24/7, 365-day service, working on a rota basis outside of contact centre opening hours
• Driving engagement and development within your team through coaching and feedback
• Contributing to strategic initiatives that enhance performance and customer satisfaction

About You

• Proven experience in a Team Leader or supervisory role within a contact centre or similar environment
• Strong leadership skills with the ability to motivate and develop others
• Experience managing KPIs and driving performance improvements
• Excellent communication and problem-solving abilities
• Ability to remain calm under pressure and handle escalations effectively
• Customer-focused with a passion for delivering exceptional service

Metropolitan Thames Valley provides affordable housing for people living in London, the South East, East Midlands and East of England.

We also offer a range of care and support services. Our specialist areas include older people, mental health and transitional services which provide intensive support to marginalised or vulnerable people.

We deliver training programmes, events and activities for our residents, designed to boost employment opportunities and foster stronger communities.

A member of the National Housing Federation the G15 ? which represents London?s largest housing associations ? we influence policy for the benefits of our residents and the wider sector.

In October 2018 like minded housing associations Metropolitan and Thames Valley Housing formally completed a partnership to form Metropolitan Thames Valley. We came together because we want to improve the services we provide and do more in our communities. We?ll do this by listening to our customers and working alongside them.

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