Job Description

The Customer Engagement Hub Team Leader plays a vital leadership role in delivering outstanding customer experiences across a wide range of communication channels - including phone, email, webchat, social media, radio, and in-person interactions. This role is responsible for guiding and supporting a diverse team that serves a broad spectrum of customers, including ticket holders, staff, partners, retirees, pet owners, and more.


By fostering a culture of empathy, collaboration, and continuous improvement, the team leader ensures that every customer interaction is positive, inclusive, and aligned with our service values. The role also involves driving team performance, implementing engagement strategies, and working closely with other departments to enhance the overall customer journey and experience.

1. Contact Centre Management

Lead and oversee the daily operations of the Customer Engagement Contact Centre. Ensure timely and effective handling of customer inquiries, complaints, and service requests across all communication channels. Monitor contact queues, response times, and service levels to maintain high standards of customer service.

2. Performance Metrics

Define, monitor, and report on key performance indicators (KPI's) related to customer engagement and contact centre efficiency. Analyse performance data to identify trends, gaps, and opportunities for improvement, implementing corrective actions as needed.

3. Team Leadership

Recruit, onboard, and develop a high-performing team of contact centre agents and support staff. Provide regular coaching, mentoring, and performance evaluations to support individual growth and team success.

4. Process Management

Manage and review staff attendance, including absence and sickness processes. Oversee occupational health (OH) case reviews and support formal HR processes such as investigations and disciplinary actions.

5. Technology Utilisation

Implement and manage contact centre technologies, including CRM and call management systems. Ensure effective use of systems to streamline operations, enhance customer interactions, and capture valuable insights.

6. Customer Engagement Strategies

Collaborate with cross-functional teams to design and deliver customer engagement strategies and campaigns. Identify and act on opportunities to improve the customer experience through proactive communication and service enhancements.

7. Reporting and Analysis

Produce and interpret reports on contact centre performance, resource utilisation, and customer trends. Use data-driven insights to inform decision-making and drive continuous improvement initiatives.

8. Flexibility and Operational Support

Support a 7-day operational model, with flexibility to work outside standard hours during service disruptions or high-demand periods.

Qualifications and Experience

In-depth understanding of customer offerings, services, and internal processes. Strong working knowledge of all relevant systems and platforms used within a contact centre environment. Active member of professional planning forums, with regular participation in resource and planning webinars and industry events. Excellent interpersonal and communication skills, with the ability to engage effectively at all levels of the organisation. Demonstrated ability to embrace and lead through change with a proactive and positive mindset. Recognised as a role model for delivering outstanding customer experiences. Exceptional attention to detail and a commitment to service excellence. Proven ability to perform well under pressure in a fast-paced, customer-focused environment. Comprehensive knowledge of Eurotunnel operations and service areas. Flexibility to work as part of a 7-day operational team, including regular weekend shifts.

If you are interested in applying, please submit your application online by Friday 13th June 2025.

Please Note:

From 1 January 2021, non-British and non-Irish nationals who do not already hold a UK immigration status will be required to obtain a visa in order to be able to work in the UK. Before applying for this role, please ensure that you are permitted to apply.

For further information, please visit the

UK Visa and Immigration Website

.



Type de contrat / Contract Type: CDI / Permanent