Job Description

Salary circa 32,000 per annum plus, 34 days leave, and matching pension contributions
Permanent, full time (37.5 hpw), Monday to Friday, shifts between 8am and 6pm
One Strawberry Lane, Newcastle upon Tyne
We cannot offer a CoS for this role
Home, a place where you belong
We're proud to be an award-winning Customer Service Centre. Now we're looking for aspirational leaders to help us go even further. If you're ready to make a bigger impact, lead a high-performing team and shape the future of customer service, this could be your next move.
What you'll do
Lead a team of 10-15 advisors to deliver brilliant service across all channels
Track performance, coach colleagues and tackle underperformance early
Use data and insight to spot trends and improve service delivery
Support voice and digital channels, ensuring our service offer continually improves.
Build strong relationships across teams and stakeholders to get it right for customers
Why join us
We're passionate about helping our customers and helping our people grow. You'll get mentoring, coaching and the chance to shape how we work. We'll support your development and help you reach your potential. Be part of one of the UK's top 10 Great Places to Work!
You have
Experience leading inbound/outbound customer service in a busy contact centre
Strong performance management and coaching skills
Confidence supporting diverse customer needs with empathy and identifying lessons learned/root causes.
Leadership, contact centre operations or coaching qualifications (or working towards one)
Experience with omnichannel technology like livechat, WhatsApp, social media and CRM systems
Stronger together
We do our best work when we're ourselves. That's why inclusion, wellbeing, and our diversity networks help make !
The practical bits
You'll work Monday to Friday
We work between the hours of 8 am to 6 pm
We work on a hybrid basis with a minimum 2 days per week in our Newcastle upon Tyne office, and the remaining time from home. If you want to attend our offices more frequently, that's fine too!
What's in it for you?
34 days leave (this includes bank holidays and a "me day") and the option to buy 5 more days yearly
2 paid volunteering days each year
Matching pension contribution (up to 7% and life insurance of 3x basic salary)
Health cash plan saving you (and your children) 1140+ each year covering dental, opticians, prescriptions and more
Instant pay access with Stream
800+ discounts on shops, holidays, days out, tech and more
Top 20 in the UK for Wellbeing
Career path with development and excellent training package
Family friendly policies including maternity, paternity, adoption, neonatal, fertility and menopause support
Find out more
Click APPLY NOW to see our , us, for and . Roles can close early, so don't wait. For reasonable adjustments email

Skills Required