Call Centre Team Manager

Hours: 37 Hours per week shift based between the hours of 8am-8pm Monday- Saturday and 9am-5pm Sunday

Start Date: ASAP!

The Role:

This is an exciting opportunity for an experienced Team Manager to join the Incident Management department based in Watford.

  • You will lead the IMC team to ensure all raised fault tickets are effectively and efficiently executed through appropriate processes meeting agreed SLA’s
  • To optimise the working relationship between IMC, National Lottery retailer’s, 3rd party engineers, internal and external stakeholders.
  • Provide solutions and insight through effective diagnostics and reporting.
  • Train, coach and mentor Call Centre/Hotline/Service team, including career development.


  • Has service desk background in a similar role, preferably with B2B experience
  • Effective man management experience
  • Excellent interpersonal skills
  • Previous experience of using SAP to manage relevant events, transactions and detailed reporting
  • Numerical, analytical & planning skills coupled with the ability to read and manipulate spreadsheets to manage and control budgets
  • Experience of working in a controlled or regulated environment and managing stakeholders to comply with established processes and procedures
  • Proven track record of developing and implementing continuous improvement both in process, technology and working practices
  • Previous experience of working with customer facing and commercially orientated teams


26 days holiday

Generous pension scheme

50% off gym membership

Social events

Keywords: Team manager, call centre