Team Leader

Description

Location: Swansea (Hybrid: 3 days office / 2 days WFH)

Salary: From £30,000 + excellent benefits

Employment Type: Full-time, permanent

Hoop Professional Services & HR are delighted to be supporting a leading organisation within the financial services sector in the search for an experienced Contact Centre Team Leader to join their high-performing Swansea operation.

They’re now looking for an inspiring people leader to take responsibility for a frontline team in a busy, customer-focused financial services environment.

The Role As a Contact Centre Team Leader, you will:

Lead, motivate and develop a team of 10–12 team members

Maintain high levels of efficiency, service and customer experience

Plan resource, oversee work allocation and manage recruitment with HR

Build a positive, engaged, high-performing team culture

Provide coaching, support and training to ensure capability across key tasks

Manage all people processes including 1:1s, performance reviews and team meetings

Support the Operations Manager with reporting and management information

Champion company values and uphold best practice across financial services operations

This is a hybrid role requiring three days per week onsite in Swansea, with no weekend work and no late shifts. xjnqpsq

About You We’re looking for someone with:

Proven leadership experience in a financial services or contact centre environment

Experience managing teams of 10+

Strong communication and stakeholder management skills

The ability to coach, motivate and positively influence others

High attention to detail and a commitment to delivering excellent customer service

Drive to exceed KPIs and lead from the front

Insurance experience is beneficial but not essential

Benefits

Competitive starting salary

25 days annual leave + UK bank holidays (option to buy up to 3 extra days)

Annual discretionary bonus

Hybrid working (3 days office / 2 days WFH)

Free on-site parking

No weekend working or late shifts

Discounts & cashback savings with well-known retailers

“My Optional Extras” personalised benefits platform

Employee Assistance Programme (wellbeing, legal & financial support)

Professional development and funded qualifications

Supportive, collaborative team culture

Interested? If you're an experienced Team Leader looking for your next step within financial services, and you love developing people in a fast-paced environment, we’d love to hear from you.

Apply Now

Ad ID: 5417964187