Front Office Team Leader at Collinson

Purpose of the job

• To lead and manage a team of front office agents, ensuring the consistent delivery of exceptional customer service across all contact channels, including voice, digital, and written communications. This role is accountable for driving both individual and team performance against key metrics that support a high-performing, industry-leading multi-channel contact centre.
• The Team Leader will play a pivotal role in coordinating daily activities, aligning resources to meet service demands, and fostering a motivated, customer-focused team culture. They will also support continuous improvement initiatives and act as a key point of coordination for escalations and complex service issues, ensuring timely and effective resolution.
• Role hours are contracted per week, and as stated within the “Contract of Employment”. From time to time, there will be requirement to work additional hours to meet business needs. These hours are not subject to overtime pay.

Key Responsibilities

• Lead, motivate, and manage a team of call centre agents to deliver outstanding customer service.
• Monitor team performance against KPIs (e.g. call handling time, customer satisfaction, quality scores) and drive continuous improvement.
• Provide regular coaching, feedback, and development opportunities to build a high-performing team.
• Manage team scheduling, adherence, and attendance to ensure optimal resource coverage.
• Collaborate with quality assurance, training, and workforce planning teams to improve agent effectiveness.
• Conduct regular team meetings and 1:1s to communicate updates, changes, and company goals.
• Identify trends and recommend process or system improvements.
• Foster a positive, inclusive, and accountable team culture.
• Act as a referral point for complex queries, complaints, and technical issues.
• Ensure all quality, regulatory, and procedural documentation is maintained and up to date.

Knowledge, skills and experience required

• Proven experience in a similar team leader or supervisor role within a medium size sales/service and claims call/contact centre.
• Experience managing multi-channel customer service environments.
• Strong people management and coaching skills with the ability to inspire and lead by example.
• Excellent communication and interpersonal skills.
• Data-driven with the ability to interpret performance metrics, take appropriate action and drive continuous performance improvement.
• Strong problem-solving abilities and a calm, customer-focused approach under pressure.
• Proficient in using contact centre systems (CD/WFO), CRM platforms, and reporting tools.
• Ability to manage multiple priorities and deliver results in a fast-paced environment.
• Strong understanding of workforce management- forecasting and scheduling.
• Comfortable working in a hybrid and regulated environment.
• Demonstrates resilience
• The role may also include undertaking additional tasks or responsibilities as required to meet evolving business needs. You are expected to work such hours as may be reasonably required in the proper performance of your duties.