JD GYMS
Role: Contact Centre Team LeaderReporting To: Contact Centre ManagerLocation: JD Gyms Contact Centre, Kirkstall Road, Leeds, LS4 2AZ (Office Based)
Purpose of the Role
The Contact Centre Team Leader is responsible for leading, coaching, and developing a team of Advisors to deliver exceptional service to our members. The role is accountable for driving performance, quality, productivity, and engagement whilst ensuring the efficient day-to-day running of contact centre operations.The Team Leader will support advisors through regular coaching, feedback, and performance management, helping individuals achieve both personal and team objectives while maintaining JD Gyms' commitment to delivering a positive member experience.
Key Responsibilities
Leadership & People Management
- Lead, motivate, and support a team of Contact Centre Advisors to achieve individual and team objectives.
- Conduct regular 1:1 meetings, coaching sessions, and performance reviews to support advisor development.
- Create a positive and engaging team culture that reflects JD Gyms' values.
- Recognise and reward high performance while addressing underperformance appropriately and consistently.
- Manage performance, attendance, conduct, and capability matters in line with company policies and procedures.
- Support the onboarding, training, and integration of new starters.
Performance & Operational Delivery
- Take ownership of team performance across key operational measures, including productivity, quality, service levels, and member satisfaction.
- Monitor workloads and advisor availability to ensure service levels are maintained.
- Identify performance trends and implement action plans to improve team results.
- Support the achievement of departmental objectives and operational targets.
Quality & Member Experience
- Monitor advisor interactions to ensure quality standards and compliance requirements are consistently met.
- Deliver constructive feedback and coaching based on quality reviews and performance data.
- Act as an escalation point for complex member queries and complaints, ensuring fair and effective resolutions.
- Promote a member-first approach across all communication channels.
- Identify recurring member issues and work with management to improve processes and member experience.
Continuous Improvement
- Analyse operational and performance data to identify opportunities for improvement.
- Support change initiatives, new processes, and business projects within the contact centre.
- Share best practice across the team to drive consistency and performance improvements.
Essential Skills & Experience
- Previous experience in a contact centre, customer service, or team leadership role.
- Strong coaching, mentoring, and people management skills.
- Experience managing performance and delivering performance improvement plans.
- Excellent communication and interpersonal skills.
- Strong organisational and workload management abilities.
- Ability to work effectively in a fast-paced, target-driven environment.
- Strong problem-solving and decision-making skills.
- Passion for delivering exceptional customer service.
Measures of Success
The success of the Contact Centre Team Leader will be measured through:
- Achievement of team productivity targets.
- Achievement of team quality and compliance standards.
- Delivery of monthly quality reviews and 1:1 meeting for all advisors.
- Improvement in advisor performance through effective coaching and development.
- Achievement of service level and response time targets.
- Effective management of team workloads and operational priorities.
- Contribution to continuous improvement initiatives and service enhancements.