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Contact Centre Team Leader - 12 Month FTC

March 14, 2026

We are looking for a confident communicator who thrives on problem-solving, decision-making, and motivating others. As a Team Leader in our busy Contact Centre, you will play a key role in the day-to-day running of our Service Centre operations. You’ll support, guide, and inspire a team of associates while ensuring the department achieves its KPIs and delivers exceptional service.

This role is offered as a 12-month fixed-term contract, providing a great opportunity to step into a leadership position and make a meaningful impact during a key period for the team.

This is a hands-on leadership position where you will manage escalations, navigate challenging conversations, drive continuous improvement, and support customer satisfaction across every touchpoint.

Key Responsibilities

Ensure the Service Centre meets its performance targets and KPIs
Lead, support, and develop your team of associates
Champion and model Hunter Douglas’ values in all interactions
Set and maintain high standards of behaviour and professionalism
Conduct regular 1-to-1s, reviews, and performance appraisals
Delegate tasks effectively and manage daily workloads
Provide ongoing coaching, guidance, and development opportunities
Monitor quality and productivity, driving high performance
Identify ways to improve processes, efficiency, and customer experience
Set clear objectives and plan ahead while adapting to changing needs
Manage time effectively and track progress against deadlines
Deliver high-quality outcomes within agreed timescales
Use your deep understanding of customer needs to influence service delivery and improve overall business performance

What We’re Looking For

A proactive mindset with the ability to generate new ideas and identify improvements
Experience handling complaints and managing escalations
Strong initiative and the ability to work with minimal supervision
Excellent problem-solving and decision-making skills
Effective time management and organisational capabilities
Proven customer service experience
Confidence working with MS Office applications, including Word, Excel, PowerPoint, and Outlook

Why Join Us

At Hunter Douglas, you’ll join a supportive, collaborative, and forward-thinking environment where your ideas and leadership genuinely make an impact. You’ll work alongside other Team Leaders who share a passion for excellence and continuous improvement, with the opportunity to shape service delivery and elevate the customer journey.

We value your growth, encourage development, and recognise achievements, making this a great opportunity to step into a rewarding leadership role.

Please ensure you speak to your line manager before applying.
Everyone who applies will receive a response.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...