Team Leader - Customer ContactLocation: Beeston, Nottingham, NG9 1LA Contract: Permanent based on a 37.5hr week Salary Banding: £38,447 - £40,470We''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 managerWhat 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