Contact Centre Team Leader
Posted 1 week ago by NIE Networks
Negotiable
Undetermined
Undetermined
Craigavon, Northern Ireland, United Kingdom
Summary: The Contact Centre Team Leader at NIE Networks will oversee a team of customer service agents within a fast-paced environment, ensuring high-quality service delivery and operational efficiency. This role involves managing HR responsibilities, handling customer escalations, and contributing to cross-functional initiatives. The position is temporary for 13 months and is crucial for supporting essential services across Northern Ireland. The successful candidate will report to the Customer Contact Coordinator and play a key role in enhancing customer relations.
Key Responsibilities:
- Lead and support a team of customer service agents
- Oversee HR responsibilities including recruitment, performance management, and absence tracking
- Ensure high-quality service delivery across all communication channels
- Manage call flow, system compliance, and operational efficiency
- Handle customer escalations and provide tailored support to vulnerable customers
- Contribute to cross-functional initiatives and assist the Contact Coordinator as needed
Key Skills:
- Experience in customer service management
- Strong leadership and team management skills
- Excellent communication and interpersonal skills
- Ability to handle escalated customer issues effectively
- Knowledge of HR processes and performance management
- Proficiency in operational efficiency and compliance management
Salary (Rate): undetermined
City: Craigavon
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: Other
At NIE Networks, our customers are at the heart of everything we do. Through our dedicated Customer Relations and Customer Service teams, we support over 929,000 homes, businesses, and farms with a commitment to excellence. Our Customer Contact Centre handles approximately 30,000 customer interactions each month via phone, digital messaging, and email. Operating a 24/7 helpline, we assist with power cut reports, new connection requests, and a wide range of network-related queries.
We are now seeking a Team Leader to join our Contact Centre team on a temporary 13-month contract. Reporting to the Customer Contact Coordinator, the successful candidate will:
- Lead and support a team of customer service agents
- Oversee HR responsibilities including recruitment, performance management, and absence tracking
- Ensure high-quality service delivery across all communication channels
- Manage call flow, system compliance, and operational efficiency
- Handle customer escalations and provide tailored support to vulnerable customers
- Contribute to cross-functional initiatives and assist the Contact Coordinator as needed
This is a fantastic opportunity to make a meaningful impact in a fast-paced, customer-focused environment while supporting the delivery of essential services across Northern Ireland. For further information, the Role Specification Document is available to download. CV and Cover Letter must be received no later than 11pm on Sunday 2 November 2025.