Operations Team Leader (Contact Centre)

We are the internal recruitment partner for our client, a UK based financial services provider that offers interest free payment solutions, primarily within the automotive sector.

Are you a natural leader who loves supporting people and delivering great customer service? We’re looking for an Operations Team Leader, ideally with experience in collections and recoveries, to join our Contact Centre and help drive performance while supporting our team.

In this role, you’ll lead and motivate a team of agents, ensuring every customer interaction is handled with care, efficiency, and professionalism. Your leadership will play a key part in achieving business targets and supporting our mission to provide flexible finance solutions.

Responsibilities:

• Leading, motivating, and coaching a team of Client Support Advisors to achieve key performance targets
• Ensuring high standards of customer service across all channels
• Delivering regular 1-1s, training sessions, and development plans
• Monitoring call data and performance to drive improvements
• Conducting call reviews and supporting compliance requirements
• Running team meetings, workshops, and collaborative sessions
• Supporting customer queries via phone and email when required
• Working with other departments to achieve first contact resolution
• Promoting best practices and company processes across the team

The successful candidate will be able to demonstrate the following:

• Experience leading or mentoring a team in a contact centre environment
• Knowledge of collections and recoveries practice
• Strong communication, organisation, and problem-solving skills
• A proactive, solution focused mindset
• Excellent customer service skills with a customer first approach
• Strong computer skills, including advanced use of Microsoft Excel
• A self-motivated, positive attitude and ability to work in a fast-paced environment
• A growth mindset with a passion for developing people and performance
• Live within a commutable distance to the offices in Melton Mowbray

In return we are offering:

• Competitive salary of £33,500
• Working pattern: Alternating weekly shifts—Week 1:  8am–5pm, Week 2: 9am–5pm, with a requirement to work every other Saturday with a day off in the week.
• 25 days annual leave plus bank holidays.
• Supportive and collaborative team culture
• Opportunities for training and career development
• A leadership role where you can make a real impact

If you’re ready to lead, inspire, and drive results, we’d love to hear from you.

APPLY now for immediate consideration