Contact Centre Team Leader
| Posting date: | 11 March 2026 |
|---|---|
| Hours: | Full time |
| Closing date: | 08 April 2026 |
| Location: | Nottinghamshire, NG4 2JR |
| Company: | Hunter Douglas Retail UK Limited |
| Job type: | Permanent |
| Job reference: | ORG3001-HD407 |
Summary
We are looking for a confident communicator who thrives on problem‑solving, decision‑making, and motivating others. As a Team Leader in our busy Contact Centre, you will play a key role in the day‑to‑day running of our Service Centre operations. You’ll support, guide, and inspire a team of associates while ensuring the department achieves its KPIs and delivers exceptional service.
This is a hands‑on leadership position where you will manage escalations, navigate challenging conversations, drive continuous improvement, and support customer satisfaction across every touchpoint.
Key Responsibilities
Ensure the Service Centre meets its performance targets and KPIs
Lead, support, and develop your team of associates
Champion and model Hunter Douglas’ values in all interactions
Set and maintain high standards of behaviour and professionalism
Conduct regular 1‑to‑1s, reviews, and performance appraisals
Delegate tasks effectively and manage daily workloads
Provide ongoing coaching, guidance, and development opportunities
Monitor quality and productivity, driving high performance
Identify ways to improve processes, efficiency, and customer experience
Set clear objectives and plan ahead while adapting to changing needs
Manage time effectively and track progress against deadlines
Deliver high‑quality outcomes within agreed timescales
Use your deep understanding of customer needs to influence service delivery and improve overall business performance
What We’re Looking For
A proactive mindset with the ability to generate new ideas and identify improvements
Experience handling complaints and managing escalations
Strong initiative and the ability to work with minimal supervision
Excellent problem‑solving and decision‑making skills
Effective time management and organisational capabilities
Proven customer service experience
Confidence working with MS Office applications, including Word, Excel, PowerPoint, and Outlook
Why Join Us
At Hunter Douglas, you’ll join a supportive, collaborative, and forward‑thinking environment where your ideas and leadership genuinely make an impact. You’ll work alongside other Team Leaders who share a passion for excellence and continuous improvement, with the opportunity to shape service delivery and elevate the customer journey.
We value your growth, encourage development, and recognise achievements, making this a great opportunity to step into a rewarding leadership role.
Please ensure you speak to your line manager before applying.
Everyone who applies will receive a response.
This is a hands‑on leadership position where you will manage escalations, navigate challenging conversations, drive continuous improvement, and support customer satisfaction across every touchpoint.
Key Responsibilities
Ensure the Service Centre meets its performance targets and KPIs
Lead, support, and develop your team of associates
Champion and model Hunter Douglas’ values in all interactions
Set and maintain high standards of behaviour and professionalism
Conduct regular 1‑to‑1s, reviews, and performance appraisals
Delegate tasks effectively and manage daily workloads
Provide ongoing coaching, guidance, and development opportunities
Monitor quality and productivity, driving high performance
Identify ways to improve processes, efficiency, and customer experience
Set clear objectives and plan ahead while adapting to changing needs
Manage time effectively and track progress against deadlines
Deliver high‑quality outcomes within agreed timescales
Use your deep understanding of customer needs to influence service delivery and improve overall business performance
What We’re Looking For
A proactive mindset with the ability to generate new ideas and identify improvements
Experience handling complaints and managing escalations
Strong initiative and the ability to work with minimal supervision
Excellent problem‑solving and decision‑making skills
Effective time management and organisational capabilities
Proven customer service experience
Confidence working with MS Office applications, including Word, Excel, PowerPoint, and Outlook
Why Join Us
At Hunter Douglas, you’ll join a supportive, collaborative, and forward‑thinking environment where your ideas and leadership genuinely make an impact. You’ll work alongside other Team Leaders who share a passion for excellence and continuous improvement, with the opportunity to shape service delivery and elevate the customer journey.
We value your growth, encourage development, and recognise achievements, making this a great opportunity to step into a rewarding leadership role.
Please ensure you speak to your line manager before applying.
Everyone who applies will receive a response.