Team Leader

Location: Swansea (Hybrid: 3 days office / 2 days WFH)
Salary: From £30,000  + excellent benefits
Employment Type: Full-time, permanent



Hoop Professional Services & HR are delighted to be supporting a leading organisation within the financial services sector in the search for an experienced Contact Centre Team Leader to join their high-performing Swansea operation.

They’re now looking for an inspiring people leader to take responsibility for a frontline team in a busy, customer-focused financial services environment.

The Role As a Contact Centre Team Leader, you will:

• Lead, motivate and develop a team of 10–12 team members
  
  
• Maintain high levels of efficiency, service and customer experience
  
  
• Plan resource, oversee work allocation and manage recruitment with HR
  
  
• Build a positive, engaged, high-performing team culture
  
  
• Provide coaching, support and training to ensure capability across key tasks
  
  
• Manage all people processes including 1:1s, performance reviews and team meetings
  
  
• Support the Operations Manager with reporting and management information
  
  
• Champion company values and uphold best practice across financial services operations
  
  

This is a hybrid role requiring three days per week onsite in Swansea, with no weekend work and no late shifts.

About You We’re looking for someone with:

• Proven leadership experience in a financial services or contact centre environment
  
  
• Experience managing teams of 10+
  
  
• Strong communication and stakeholder management skills
  
  
• The ability to coach, motivate and positively influence others
  
  
• High attention to detail and a commitment to delivering excellent customer service
  
  
• Drive to exceed KPIs and lead from the front
  
  
• Insurance experience is beneficial but not essential
  
  

Benefits

• Competitive starting salary
  
  
• 25 days annual leave + UK bank holidays (option to buy up to 3 extra days)
  
  
• Annual discretionary bonus
  
  
• Hybrid working (3 days office / 2 days WFH)
  
  
• Free on-site parking
  
  
• No weekend working or late shifts
  
  
• Discounts & cashback savings with well-known retailers
  
  
• “My Optional Extras” personalised benefits platform
  
  
• Employee Assistance Programme (wellbeing, legal & financial support)
  
  
• Professional development and funded qualifications
  
  
• Supportive, collaborative team culture
  
  

Interested? If you're an experienced Team Leader looking for your next step within financial services, and you love developing people in a fast-paced environment, we’d love to hear from you.

Apply Now