Assistant Team Leader

Assistant Team Leader – Contact Centre Operations

The Assistant Team Leader - Contact Centre Operations supports the day‑to‑day running of the Customer Contact Centre. The role plays a key part in supporting Team Leaders, acting as a first point of contact for operational queries, coaching needs and customer escalations across the wider department. You will work closely with Team Leaders and the Customer Service Management Team to ensure a unified approach to service delivery, colleague development, and operational consistency.

The role will deputise for Team Leaders when required, manage day‑to‑day operations within the contact centre, and help drive customer satisfaction through proactive problem‑solving and high‑quality support. The role is a 37.5 hour week shift system, covering Monday to Friday, including support on the Team Leader rota at the start and end of the day.

• Deliver coaching and development support across the department, including for new starters, colleagues in probation, and individuals requiring additional support.
• Deputise for Team Leaders when required, including leading team meetings and contributing to team communication updates.
• Provide floor support to CSRs, acting as an escalation point for queries, system issues and immediate customer needs.
• Support customer escalations, ensuring timely, professional, and effective resolution and monitoring shared/team leader inboxes as required.
• Assist in driving performance improvement initiatives across the wider contact centre.
• Participate in quality assessments of calls and emails, providing constructive feedback that supports continuous improvement.
• Contribute to recruitment activities when needed, helping select candidates who align with our service standards.
• Support the rollout of process changes and operational initiatives by ensuring strong communication and helping colleagues adapt effectively.
• Work collaboratively with internal stakeholders including Planning, Field Service, Technical Support, IT and Marketing to resolve operational issues or share insight.
• Review and support approval of holiday requests, overtime planning and resource management, escalating to a Team Leader where required.
• Assist in monitoring overall performance indicators (quality, productivity, adherence etc.), feeding insights to Team Leaders but without direct responsibility for performance management.
• Uphold high standards of customer service, modelling expected behaviours and acting as a role model across the department.

• Experience with in Kohler Mira Customer Service or a contact centre environment.
• Strong customer service skills with the ability to remain calm, professional and solutions‑focused under pressure.
• Ability to coach and motivate others without direct line authority.
• Confident decision‑maker, able to escalate appropriately and support others in making good judgements.
• Strong verbal and written communication skills.
• Strong organisational skills, able to manage multiple priorities and support the smooth running of the Contact Centre.
• Computer literacy:
  Microsoft Outlook, Word and Excel at a basic level (Salesforce experience beneficial).
• Analytical ability to interpret performance information and highlight insights or concerns.
• Knowledge of Kohler Mira UK product range would be beneficial but not essential.

• Full-time: 37.5 hours per week.
• Working hours:
  
  Monday to Friday, 8:00 AM – 5:30 PM, based at our Head Office in Cheltenham.
• Base salary up to £30k, depending on skills and experience.
• Benefits include free parking, a competitive pension scheme, paid volunteering days, a subsidised onsite deli, and more.

Employer:

Kohler Mira Ltd.