TEAM LEADER – OPERATIONSWHO ARE WE?

Orca Business Support has been answering the calls UK businesses can’t since 2010. From estate agents and law firms to housing associations and maintenance contractors, we act as the voice of over 1,000 organisations nationwide — ensuring they never miss an opportunity to support a customer, win new business, or deliver in an emergency.
We charge per call, not per minute — no sneaky costs, no surprises. Just dependable, high-quality communication delivered by people who care.
Thanks to our continued growth, we’re now looking for a driven, people-focused Team Leader to help support and develop our growing operations team.

THE DETAILS

• Core Hours – Our operation runs 8am–8pm, 7 days a week. Team Leaders work across varying shifts and will be expected to work 1 full weekend in every 4.
• Permanent, full-time role
• Salary available on request / depending on experience
  If you’re ready to lead a team that helps hundreds of businesses thrive every day — and you’re looking for a company that does things the right way — we’d love to hear from you.
  Job Types: Full-time, Permanent
  Pay: £25,837.00-£27,000.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Referral programme

Schedule:

• 8 hour shift

Experience:

• Team management: 1 year (preferred)

Work authorisation:

• United Kingdom (required)

Work Location: In person
Reference ID: Team Leader Orca 2025v

Supporting individuals to hit KPIs around call quality, responsiveness, and customer experience. You’ll be expected to recognise and reward excellence, and step in early when standards need addressing.

• Collaboration & Communicatio

THE ROLE

This is a hands-on leadership role for someone who knows how to bring out the best in others. You’ll be responsible for coaching and developing our call-handling team, managing real-time service levels, and ensuring our clients get the gold-standard service they’ve come to expect from Orca.
You’ll also play a vital role in maintaining operational efficiency, supporting shift coverage, and working closely with our senior leadership team to deliver consistent performance across our hybrid workforce.
This isn’t just about answering calls — it’s about creating a team that takes pride in every interaction.

WHAT YOU’LL BE DOING

• Team Coaching & Development

Day-to-day mentoring and training of our front-line agents — listening to calls, offering constructive feedback, identifying development needs, and running coaching sessions that drive real improvement.

• Live Floor Support & Queue Management

Monitoring live call activity, stepping in to manage overflow, balancing workloads, and ensuring we’re delivering to SLAs across all shift patterns.

• Performance Management

Supporting individuals to hit KPIs around call quality, responsiveness, and customer experience. You’ll be expected to recognise and reward excellence, and step in early when standards need addressing.

• Collaboration & Communication

Acting as a vital link between team members and senior leadership — flagging trends, sharing ideas for improvement, and helping to maintain a high-performing, supportive culture.

• Remote Team Management

Many of our team members work remotely, so you’ll be comfortable leading across different environments — keeping everyone feeling included, informed, and empowered.

• Service Knowledge

You’ll become an expert in all our services, clients, and systems — so you can support with escalations, problem-solve quickly, and lead by example.