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 thefinancial 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