Contact Centre Team Leader

Sureserve provide market leading compliance and energy services across the UK, with close to 4000 employees working from over 20 offices.

Sureserve is a trusted partner for housing associations, local authorities, and residents, delivering high-quality compliance and energy services. Our focus on energy efficiency, safe and compliant homes, and enhanced quality of life makes us a leader in the industry. With nationwide reach, regional expertise, and a commitment to excellent service, we are well-positioned to support our clients now and in the future

Note that successful applicants must be available for occasional weekend coverage.

Closing date for applications is Monday 21st June.

Role Overview:
This is an exciting time to join our newly created Contact Centre, designed to deliver responsive, high-quality services to social landlords, local authorities, and the residents they support. As our Contact Centre Team Leader you will play an essential role in managing the day-to-day performance and operation of your team within a fast-growing customer focused environment.

Your responsibilities will include overseeing service delivery, ensuring performance targets are met, monitoring quality and productivity, and managing workflow to maintain consistent and positive customer experience. You’ll analyse performance data, identify improvement opportunities and ensure operational processes are followed effectively across your team.

Key Responsibilities:

• Oversee the day-to-day management of a team of Contact Centre Advisors, ensuring the consistent delivery of high-quality services

• Lead performance management activities, using data to track KPIs such as service levels, response times and customer satisfaction

• Conduct regular 1:1s and team huddles to support skills development, address performance gaps and reinforce high standards

• Carry out quality checks across calls, emails, and digital channels, providing constructive feedback and identifying training needs

• Manage escalated or complex customer queries, ensuring timely, accurate resolutions to that support positive outcomes for residents and partners

• Support the onboarding, training, and ongoing development of team members, ensuring knowledge of services, processes and compliance requirements remains up to date

• Analyse performance and quality trends to identify opportunities for process improvement within the newly established centre

• Support with contract mobilization and be involved with end-to-end recruitment activity for Contact Centre Advisors, including workforce planning, shortlisting, interviewing, and selection

• Work collaboratively with housing officers, repairs teams, income officers, and external contractors to ensure seamless service delivery

• Work collaboratively with housing officers, repairs teams, income officers, and external contractors to ensure seamless service delivery

• Work collaboratively with housing officers, repairs teams, income officers, and external contractors to ensure seamless service delivery

Skills & Experience

• Candidates MUST have proven experience managing teams in a fast-paced contact centre environment, ideally within customer focused or social housing setting.

• Strong people-management and coaching abilities, with experience developing team performance

• Experience with CRM systems (desirable)

• Demonstrable success in achieving KPIs, service levels and operational targets

• Confident handling escalated or complex customer queries

• Highly organised, with the ability to prioritise workload and manage resources effectively

• Competent in using contact centre systems, reporting tools and performance dashboards

• Excellent communication, problem-solving and decision-making skills with a commitment to delivering a high-quality service

• Be available for occasional weekend coverage/support

What we offer?

We offer a range of benefits designed to support your lifestyle whilst working for Sureserve and outside of work, some of these include:

• £32,000 per annum

• Contributory pension scheme

• Life assurance

• 20 days + Bank holidays (service based increasing holiday scheme)

• Enhanced maternity, paternity, adoption leave and other family friendly policies

• Sureserve Benefits Hub, accessing over 1000 retail discounts

• Virtual GP service, available for employees and immediate family

• Employee Assistance Programme (EAP)

• Bike2Work Scheme

• EV Car Scheme

• Employee engagement events and “Employee Voice” programmes

• Strong opportunities for career growth and development

• “Sureserve Legends” – celebrating the fantastic ways in which our employees live our values

Committed to Diversity & Inclusion

Sureserve is an equal opportunities employer, dedicated to nurturing a diverse and inclusive work environment. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. We are committed to developing talent at all levels, ensuring equality, diversity, and inclusion in the way we work and in the communities in which we work, and making sure that every one of our people, clients and customers has the opportunity and support to fulfil their professional and personal potential.

Reasonable Adjustments

As part of our commitment to inclusivity, we offer reasonable adjustments throughout the recruitment process for individuals that may require them. If you feel you need any adjustments please contact View email address on careers.sureservegroup.co.uk.

Pre Employment Checks

Successful applicants will be subject to eligibility checks with a 3rd party, including right to work in the UK and DBS background checks.