Contact Centre Team Leader

About the role

As a Team Leader in Client Support, you'll be right at the heart of how we deliver brilliant service every day. You'll guide, support and motivate a team of advisors who look after our admin, email and telephone workflows - making sure everything is accurate, efficient and delivered with the AO sparkle. You'll keep the team on track, jump in when things get tricky, and create a positive environment where everyone knows what "great" looks like and feels confident delivering it. You'll be the go-to person for quality, performance, coaching and escalation support, helping your advisors grow while keeping our customers and partners happy. Hours: 37.5 hours per week Shift Pattern: 5 out of 7 days. Here's What You Can Expect To Be Doing: Leading and supporting a team of advisors across administrative tasks, email handling and telephone contacts, helping them consistently deliver their best work. Coaching advisors through regular 1:1s, performance reviews and ongoing development conversations. Creating a motivated, high-performing team environment where people feel valued, supported and clear on expectations. Managing attendance and conduct in line with AO policies, always taking a fair and people-first approach. Carrying out regular quality checks to ensure written communication, administration and data accuracy meet AO standards. Ensuring full process compliance so all work is consistent, efficient and customer-ready. Owning daily work allocation to keep priorities clear, workloads balanced and SLAs on track. Managing escalations involving complex admin issues or errors, resolving them calmly, clearly and efficiently. Driving continuous improvement in accuracy, productivity and overall team delivery. Embedding a culture where ownership, quality and SLA performance matter every day. A Few Things About You: Essential You're an experienced people leader who enjoys coaching, developing and motivating others. You're confident managing performance, attendance and conduct in a fair, consistent and supportive way. You have a strong eye for detail and take pride in quality, accuracy and compliance. You're comfortable working with SLAs and understand what it takes to consistently meet (and exceed) them. You're organised and confident juggling priorities, workloads and deadlines. You handle escalations calmly and take ownership of resolving issues end-to-end. You maintain strong knowledge of systems, tools and processes so you can confidently support your team. You're motivated by continuous improvement and helping your team grow in confidence, accuracy and productivity.

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