Contact Centre Team Leader

Contact Centre Team Leader

Location: Islington

Salary: £37,000

Ingeus are currently looking for an Contact Centre Team Leader to lead a team of Engagement Advisors, who are the first point of contact for Job Centre Plus (JCP) and responsible for the warm handover process. You will work with the Job Centre Plus (JCP) Work Coaches to promote the value of the programme and engage the participant immediately in the programme and collect any relevant information which will allow our Employment Advisors to personalise the Initial Face to Face Meeting.

As our Contact Centre Team Leader, you will:

• Build and maintain effective working relationships
• Lead and manage the team to achieve all performance targets
• Proactively seek ways to continually improve
• Monitor email boxes and CRM
• Facilitate welcome sessions for new participants
• Complete monthly call quality and assurance checks to support your team with their development
• Ensure that all documentation relating to participants is completed with set deadlines

As our Contact Centre Team Leader, you will have:

• Minimum of 3 years management experience
• Excellent verbal and written communication skills, including presentational skills
• Ability to deliver engaging group sessions with a focus on promoting product/ programme
• Strong understanding of the employment services/welfare of the job market for long term unemployed.
• High level digital literacy skills, including strong working knowledge of Microsoft Office applications and web-based communication technologies.

As Ingeus, weve spent time listening to our employees to build our benefits package;

• 25 days annual leave plus bank holidays with the opportunity to salary trade extra
• EAP Support programme available 24/7 with access to 6 x counselling sessions
• Private Medical Insurance
• Eyecare vouchers with help to purchase new glasses
• Life assurance
• Online discount shopping via Perks at Work
• Cycle to Work scheme
• Season ticket loan
• Up to two days each year dedicated to Community Giving (Volunteering)
• Access to Salary Finance; financial education and advice
• The opportunity to buy extra perks such as, critical Illness Cover, dental insurance
• Long service awards

If you are someone who provide participants with the best possible service , apply now. We are waiting to hear from you!

Ingeus governments, employers, and local partners design and deliver services to solve complex challenges caused by social and technological change. Our services improve opportunities and help create strong societies in which people have the independence, knowledge, and know-how to thrive. Were purpose-led, passionate and proud to work with customers and communities to drive social change.

At Ingeus, our culture is built on the principle of treating everyone with dignity, ensuring that every individual is comfortable, confident and recognised for the value of their contributions.

We are always keen to learn what neurodiverse colleagues can offer to our contracts, to assist with this we offer a full breakdown of our application, screening and interview process please get in touch via email at

Please note, should we receive suitable applications, the advert may close early.