Team Leader - Customer Contact Operations

Are you an experienced customer service leader who knows how to get the best from people while delivering an excellent customer experience?

We're looking for a Team Leader - Customer Contact Operations(Manager I, Commercial Customer Care) to lead a frontline customer contact team of around 15 colleagues, including two Senior Specialists.

You'll oversee customer interactions across phone, email, chat and digital channels, ensuring customers receive a consistent, responsive and high-quality service.

What will you do?

You'll take ownership of the day-to-day performance of the team, balancing customer experience, productivity and employee engagement.

Key responsibilities include:


* Lead, coach and develop a high-performing customer contact team.


* Deliver against service levels, productivity, quality and customer experience targets.


* Manage workload and resources to meet changing customer demand.


* Coach colleagues, manage performance and support career development.


* Take ownership of complex customer issues and escalations.


* Use performance data and customer feedback to identify improvements.


* Drive continuous improvement, automation and digital self-service.


* Lead your team through operational, organisational and technology change.


* Partner with teams across Sales, Technical Support, Services, Logistics, Marketing and Customer Care.

What will make you successful?



* Experience leading a customer service, contact centre or customer support team.


* Strong people leadership, coaching and performance management skills.


* Experience working in a fast-paced, customer-focused operation.


* A track record of improving customer experience, productivity or operational performance.


* Experience leading teams through change.


* Strong stakeholder management and influencing skills.


* Confidence using data and insights to make decisions.


* The ability to manage competing priorities and keep your team focused on results.

Beneficial if you have:



* Experience managing multi-channel customer contact operations.


* Knowledge of workforce planning and resource management.


* Experience supporting digital self-service or customer transformation initiatives.


* Familiarity with Salesforce, SAP or similar customer platforms

What's in it for me?



* Lead a team that makes a tangible impact on customer satisfaction and business success


* Opportunities for professional growth through leadership development and cross-functional exposure


* Supportive culture that values collaboration, innovation, and continuous learning


* Flexibility and resources to help you succeed in balancing priorities

Ready to elevate customer care and lead a team that truly makes a difference? Let's connect!

#CVL

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