Contact Centre Team Leader

3 days ago

Manchester, New Hampshire, United Kingdom Optical Express Full time £30,000 - £60,000 per year

Job Title:
Contact Centre Team Leader

Location:
Manchester City Centre

Hours:
40 hours per week, including evenings and 1 in 3 weekends

Salary:
£30,000 (DOE) Plus Bonus

About Optical Express

Optical Express is the UK's only complete eye care provider and Europe's leading private provider of laser eye surgery and premium intraocular lens and cataract procedures. With over 35 years of expertise, we continue to lead the way in ophthalmic care across the UK, Ireland, and mainland Europe.

Supported by an esteemed International Medical Advisory Board, we work with world-renowned innovators such as Johnson & Johnson Vision and Zeiss, ensuring patients benefit from cutting-edge technology, highly skilled surgeons, and exceptional clinical outcomes.

The Opportunity

Due to continued growth and recent acquisitions, we are looking for a
dynamic and experienced Contact Centre Team Leader
to join our high-performing team. This role plays a key part in ensuring operational excellence and outstanding service delivery across our inbound and outbound contact centre functions.

Reporting directly to the Head of Contact Centre, you will be responsible for leading, motivating, and developing a team of contact centre agents, driving performance, and maintaining high-quality standards across all patient interactions.

Key Responsibilities

  • Lead and manage a team of contact centre agents, ensuring consistent service delivery across all channels.
  • Monitor daily team performance, identifying trends, and implementing improvements to meet KPIs.
  • Coach, train, and support team members to develop their skills and maintain high standards.
  • Handle escalations and complex queries where necessary.
  • Support recruitment, onboarding, and ongoing development of new team members.
  • Ensure compliance with all internal processes and HR frameworks.
  • Collaborate with senior management to contribute to overall contact centre strategy.
  • Participate in regular performance reviews and reporting.

What We're Looking For

  • Proven experience in a contact centre team leader or supervisory role.
  • Strong people management and coaching skills.
  • Excellent communication and interpersonal abilities.
  • Ability to manage multiple teams and workstreams, often across different brands.
  • Experience managing performance and behaviours in line with HR best practices.
  • A flexible approach to working hours, including evenings and weekends.

What We Offer

  • Competitive salary
  • Modern, state-of-the-art working environment
  • 29 days' annual leave
  • Pension scheme
  • Free Laser Eye and Intraocular Lens Surgery
  • Free eye tests and discounted eyewear
  • Generous family & friends discount scheme
  • Continuous training and career development opportunities

Ready to Lead?

If you're an experienced team leader looking to join a forward-thinking, global organisation with opportunities to grow, apply now by uploading your CV.

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