WHAT YOU’LL NEED:

• A solid understanding of Contact Centre operations
• Experience managing performance and leading a team to success
• Excellent communication and coaching skills
• Calm and confident decision-making; especially under pressure
• A strong understanding of HR policies, systems and compliance
• A proactive mindset with a team-first attitude

We know our people are the secret to our success. That’s why we’re always looking for ways to reward great work. You’ll find a host of benefits designed to work for you, including:

• 25 days of annual leave (plus bank holiday entitlement) and a competitive pension scheme
• Life Assurance
• Fantastic Colleague Discounts on Tech with Currys and iD Mobile
• Access to Champion Health

ROLE OVERVIEW:

Team Manager
Birchwood
Warrington Contact Centre
Fixed Term Contract/Secondment for 6 months
Full Time
Grade 3
Salary £28000
At Currys we’re united by one passion: to help everyone enjoy amazing technology. As the UK’s best-known retailer of tech, we’re proud of the service our customers receive – and it’s all down to our team of 25,000 caring and committed colleagues. Working as one team, we learn and grow together, celebrating the big and small moments that make every day amazing.
We’re looking for a Contact Centre Lead to take a hands-on role in supporting our people, maintaining high standards of customer service, and driving team performance. This role is key to ensuring day-to-day operations run smoothly, colleagues are well-supported and engaged and customer needs are consistently met. You’ll be responsible for leading a team, managing performance, and contributing to the overall success of the contact centre.

WHAT YOU’LL BE DOING:

• Leading and motivating your team to deliver brilliant customer experiences every time
• Coaching and developing your colleagues to hit productivity and performance targets
• Managing performance through regular 1-2-1s, feedback, and clear KPIs
• Championing great communication from daily briefs to feedback loops
• Handling attendance, adherence and HR matters in line with company policy
• Working closely with your Customer Operations Manager to deliver on shared goals
• Creating a positive, inclusive and high-performing team culture
• Supporting your team through change and encouraging best practice sharing