Job Description

About Opia

Opia are industry experts in consumer promotions, rewards and loyalty, working with FTSE 100, blue chip and SMEs in the UK and Internationally. Opia was acquired in December 2015 by Village Roadshow Limited an Australian entertainment and media giant.

We are trusted by world-leading brands to deliver customised retail sales promotions on a global scale. Operating in highly competitive markets, our bespoke sales promotions champion the values of our clients and capture the imaginations of their customers. Throughout our retail sales promotions, we seek to remove the purchase barrier, by offering highly attractive incentives to customers that boost engagement and achieve commercial objectives.

Throughout our extensive experience of partnering with global brands to deliver smart solutions for their sales promotions, we have handled over 2 million claims across 41 countries and in 22 languages. Our creative, market-disruptive, digital promotions sites have been viewed by over 10 million visitors, motivating high levels of customer action and increasing product sales.

We are looking for a passionate and people-focused Team Leader to join our fast-paced, multilingual Contact Centre. Reporting into the Customer Services Manager, you will be responsible for leading, coaching, and developing a team of up to 12 Customer Service Advisors, with the support of a dedicated Team Supervisor. You'll play a key role in creating a high-performance culture, where individuals are empowered, supported, and continuously growing in their roles, while ensuring our clients' customers receive an outstanding service.

This role operates in a multilingual contact centre, so experience working in a similar environment is highly advantageous

We are looking for a candidate who has the following skills and attributes:

Proven experience in a Team Leader or Supervisory role within a contact centre or customer service environment. Experience working in a multilingual contact centre environment is highly advantageous. Strong experience in quality monitoring, feedback delivery, and translating insights into actionable training interventions. Demonstrated success in coaching and developing individuals to improve performance and unlock potential. Ability to handle complex and escalated customer interactions with professionalism and confidence. Strong interpersonal and leadership skills with the ability to motivate and engage a diverse team. Confidence using performance metrics and quality assurance tools to guide coaching and continuous improvement. Experience working with planning and forecasting teams to support work allocation, volume management, and SLA achievement. Excellent communication, stakeholder management, and problem-solving abilities. Passion for delivering customer excellence and nurturing a supportive team culture. A second language (particularly a key European language such as French, German or Spanish) would be advantageous. MS Office experience (vital)
Key Responsibilities:

Lead and inspire a team of up to 12 Customer Service Advisors, supported by a Team Supervisor, to consistently meet and exceed service standards, KPIs, and SLAs. Take a hands-on approach to coaching, delivering regular 1:1s, feedback sessions, and performance reviews that support individual growth and development. Monitor the quality of claim processing and contact handling to ensure accuracy, compliance, and excellent customer experience. Carry out root cause analysis on quality issues and service failures, identifying trends and using insights to shape targeted training and coaching plans. Handle escalated calls and complaints from Team Supervisors and Customer Service Advisors when required, ensuring issues are resolved professionally and in line with company standards. Work with Client Delivery Managers to escalate customer or operational issues to clients where appropriate, ensuring timely and effective resolution. Work closely with the Forecast and Planning team to allocate work effectively, monitor contact and claim volumes, and take proactive steps to achieve service level agreements. Support new team members through effective onboarding, training, and early-stage coaching to ensure a strong start. Promote a culture of continuous learning by sharing knowledge, best practices, and encouraging personal ownership of development. Use performance data, call monitoring, and feedback to drive improvement and recognise high performance. Collaborate with the Customer Services Manager to embed a people-first approach to performance, engagement, and continuous improvement.
Job Types: Full-time, Permanent

Benefits:

Company events Company pension Employee discount Enhanced maternity leave Enhanced paternity leave Free parking Health & wellbeing programme On-site parking Sick pay Store discount Work from home
Schedule:

Monday to Friday No weekends
Work Location: Hybrid remote in Gateshead

Application deadline: 13/07/2025