Why come and work with us?
Hughes is a family run company that has been trading for over 100 years. Hughes is not only a family company in name but also in attitude. Our ethos is simple - to treat people the way that they would want to be treated themselves! We are a long-standing company with long term plans, so aim to offer our staff a long and meaningful career. This means that we take training and career development seriously and as a result we aim to offer you a supportive and professional working environment.
We feel hard work should be rewarded, and therefore we offer you:
- Employee Discount
- Free use of Company Holiday Lodges
- Discounted Gym Membership
- Employee Assistance Program - including health and wellbeing services
- Enhanced Holiday Allowance
- Enhanced Maternity Leave
- Enhanced Paternity Leave
- Company Pension Scheme
- Training and Development Programs
- Supporting Community Projects
- Life Insurance
- Recognition for Long Service
We are excited to offer you an opportunity to join our team as a Contact Centre Team Leader in our Contact Centre in Ipswich.
We’re looking for a confident and inspiring leader who:
- Thrives in a fast-paced, customer-focused environment
- Is passionate about people development and team engagement
- Leads by example with integrity, empathy, and accountability
- Has a sharp eye for quality and is results-driven
- Communicates clearly, constructively, and with a can-do attitude
As a member of our friendly and energetic team we are looking for an engaging personality to assist in leading our team and ensure our customers are served to the highest standards in line with company policies and values.
When recruiting we always look for individuals who share our values and can add their own personality. We encourage our teams to bring forward their own ideas and help contribute to our business.
We are looking for a person who can grow in their role and career with us through continued training and development.
What does the role include?
This is a great opportunity to drive your personal development, learn new skills and build your knowledge.
As a Contact Centre Team Leader, you’ll be responsible for:
- Leading, motivating, and developing a team of contact centre advisors
- Managing day-to-day operations to meet service level targets and KPIs
- Monitoring quality assurance scores and identifying coaching needs
- Supporting your team through regular 1:1s, feedback sessions, and performance reviews
- Driving continuous improvement through analysis and action planning
- Collaborating with other leaders across departments to deliver a consistent, customer-first experience
- Handling escalated customer concerns with professionalism and empathy
- Supporting recruitment, onboarding, and training of new team members
What Skills and Experience is required?
To be successful, you must be friendly, approachable and willing to take on a variety of tasks.
We're looking for someone who has:
- Proven experience in a contact centre or fast-paced customer service environment
- Previous leadership experience (formal or informal)
- Strong knowledge of performance management and quality assurance practices
- Ability to analyse data and use it to drive improvements
- A proactive and solution-focused mindset
- Excellent interpersonal and communication skills
- Confidence using contact centre systems and Microsoft Office tools
- Flexibility when business needs and expectations change.
Experience in the retail or electrical goods sector is a bonus but not essential.
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