Call Centre Team Leader
West Horndon, Brentwood (CM13)
£30,000 - £35,000 per year (Depending on experience)
Full-time |Rolling 5-on / 2-off shift pattern
Rotating 8-hour shifts between 06:30 and 20:00, Monday to Sunday (1 in every 4th Weekend Shift Cover & Bank Holiday Cover)
About Quest Medical
Quest Medical is one of the UK's leading providers of logistics and maintenance services to the mobile and static medical industry. We work closely with our customers to deliver high-quality, cost-effective solutions and provide a range of flexible services to support healthcare providers across the UK.
Our Quest Hub Call Centre is the operational heartbeat of the business, coordinating engineers, subcontractors, customers, and internal departments to ensure the highest levels of service delivery.
We are looking for an experienced and motivated Call Centre Team Leader to lead and support our team within this fast-paced operational environment.
The Role
The Call Centre Team Leader will be responsible for overseeing the day-to-day operation of the Quest Hub, ensuring customer enquiries, service requests, engineer scheduling, and escalations are managed efficiently and professionally.
The successful candidate will lead a team of Call Centre Agents, drive performance against KPIs and SLAs, support customer relationships, and ensure operational processes are delivered to the highest standard.
Key Responsibilities:
- Lead, motivate, and support a team of Call Centre Agents to achieve operational KPIs and service targets.
- Conduct daily team briefings and communicate operational priorities.
- Monitor individual and team performance through reporting, call monitoring, and quality assurance reviews.
- Carry out monthly quality reviews, one-to-one meetings, and performance appraisals.
- Promote a positive, professional, and customer-focused culture.
- Ensure all inbound calls, emails, and service requests are managed promptly and accurately.
- Oversee job logging, fault triage, engineer scheduling, and job closure activities.
- Manage shift coverage, annual leave, and sickness records to ensure service continuity.
- Ensure out-of-hours job allocation is managed effectively and in line with customer SLAs.
- Handle customer escalations and ensure timely resolution.
- Prepare shift handovers, operational reports, and management updates.
- Maintain accurate records across all operational systems and platforms.
- Support recruitment, onboarding, and training of new employees.
- Develop existing staff and identify opportunities for progression and skill development.
- Assist with candidate sourcing, shortlisting, and interview coordination.
- Analyse operational performance and identify opportunities for improvement.
- Support process improvements, workflow enhancements, and service delivery initiatives.
- Act as a key liaison between the Call Centre, Engineers, Contract Managers, Customers, and Department Managers.
- Conduct regular customer review meetings and deliver KPI and SLA performance presentations.
- Ensure compliance with company procedures, GDPR, and data protection requirements.
Essential Requirements:
- Previous experience in a Team Leader, Supervisor, Senior Agent, or similar leadership role within a contact centre, helpdesk, service desk, or customer service environment.
- Proven experience leading, coaching, and developing teams.
- Strong customer service and stakeholder management skills.
- Excellent communication skills, both written and verbal.
- Experience working within a fast-paced and reactive operational environment.
- Strong organisational, planning, and administrative skills.
- Ability to manage multiple priorities while maintaining attention to detail.
- Experience producing reports and analysing performance data.
- Good working knowledge of Microsoft Office, CRM systems, scheduling software, and reporting tools.
- Strong problem-solving and decision-making abilities.
- Flexible approach to working hours to support operational requirements.
What We Are Looking For:
- Proactive and self-motivated.
- Strong leadership and people management skills.
- Results-driven with a focus on service excellence.
- Calm and effective under pressure.
- Strong attention to detail and commitment to quality.
- Positive, professional, and collaborative approach.
- Adaptable and able to respond to changing operational demands.
- Confident managing customer relationships and escalations.
- Committed to developing both personal and team performance.
- Passionate about delivering exceptional customer service.
What We Offer
- Competitive salary.
- Company pension scheme.
- Death in Service benefit.
- Employee Assistance Programme.
- Free on-site parking.
- Full training and development support.
- Career progression opportunities.
- Supportive and professional working environment.
Quest Medical UK Ltd is an Equal Opportunities Employer and is committed to creating an inclusive workplace where everyone is treated fairly and with respect.
Job Types: Full-time, Permanent
Pay: £30,000.00-£35,000.00 per year
Benefits:
- Additional leave
- Bereavement leave
- Company pension
- Enhanced maternity leave
- Free parking
- Health & wellbeing programme
- On-site parking
- Referral programme
Licence/Certification:
- UK Driving Licence (preferred)
Work Location: In person
