Contact Centre Team Leader

Call Centre Team Leader
£16.92 – £22.55 per hour (depending on shift pattern)
Permanent | Office-based (Nottingham)
Out of Hours: Evenings, Nights & Weekends

Harper Recruitment Group are working in partnership with a leading not for profit organisation who place people at the heart of everything they do. We’re looking for an experienced Call Centre Team Leader to join their growing operations team in Nottingham. You’ll play a key role in managing staff, coordinating workflow, and ensuring excellent service delivery across multiple sites.

This is a great opportunity for someone with call centre, customer service, or team leadership experience who thrives in a busy environment and enjoys supporting others.

The role offers fantastic flexibility and is ideal for an existing Team Leader looking to take on extra hours and increase earning potential, or a former Team Leader seeking a part-time position and happy to work evenings, nights, or weekends.

The company operates a 12-week rotating shift pattern, which is adaptable based on your availability. You can work from as little as 8 hours per week up to full-time hours, depending on your preferences and commitments.

What will the role involve?

• Oversee operational workflow across all company sites, ensuring smooth service delivery throughout each shift.
• Coordinate home visits and patient transport to maintain timely and safe patient care.
• Monitor and manage demand, reallocating staff and adjusting priorities to address peaks in workload.
• Follow direction from the senior management, ensuring consistent operational standards.
• Lead and support on-duty staff, providing guidance, mentorship, and maintaining team morale during shifts.
• Maintain clear communication with internal teams and external partners to ensure seamless patient care.
• Ensure compliance with company policies and quality standards, reporting and escalating incidents as needed.
• Contribute to service improvement by identifying issues, sharing learning outcomes, and supporting governance processes.

 Who are we looking for?

• Previous experience in a busy call centre, contact centre, or service operations environment.
• Proven leadership or supervisory experience, able to motivate and guide a team.
• Excellent communication, organisational, and problem-solving skills.
• Calm under pressure, adaptable, and able to manage shifting priorities.
• A proactive, team-focused attitude and a passion for helping others.

What’s on offer

• Permanent role with flexible full-time or part-time hours available.
• Competitive hourly rate with enhanced pay for evenings, weekends, and bank holidays.
• A supportive, people-focused employer with excellent staff culture.

If you’re an experienced Call Centre Team Leader or a Team Leader looking to progress your career with a meaningful organisation we’d love to hear from you.

Apply NOW to avoid disappointment! Due to the large volume of applications, we receive, we are unfortunately unable to contact all candidates. If you have not heard from a consultant within the next three days, please assume that you have not been successful on this occasion. Please do not hesitate to apply for other suitable roles in the future.