Join our CXM Hub as a Team Leader and play a key role in the day‑to‑day running of a busy contact centre supporting the Prisons Enquiry Centre. You’ll work alongside a supportive group of Team Leaders and colleagues, where collaboration, accountability and a strong team culture are at the heart of what we do. This is a hands‑on leadership role where you’ll lead a team of around 10 – 14 colleagues, helping them deliver a consistently high standard of customer service in a fast‑paced, 365‑day operation.

Join us on a 6-month Fixed Term Contract and gain valuable experience, build your network and open the door to future opportunities across the wider Group.

You’ll balance people leadership with operational decision‑making and be trusted to work independently when needed, including outside standard hours. If you enjoy motivating others, taking ownership and staying calm under pressure, this could be the role for you. This role is based in Newport with a fixed hybrid working arrangement, offering a balance between office collaboration and home working. Shifts are scheduled between 7am and 8pm on weekdays, and 7am to 5pm on weekends and public holidays, with a fair rota of approximately one in three weekends.

What you’ll be doing:

• Leading the day‑to‑day operation of the Prisons Enquiry Centre, ensuring service levels and customer experience are consistently met.
• Managing, coaching and supporting your team to perform at their best, including quality monitoring and performance conversations.
• Making operational decisions and taking accountability for outcomes, including during out‑of‑hours periods.
• Managing business continuity and supporting incident escalation when required.
• Resolving issues independently to maintain service continuity and minimise disruption.
• Creating a positive and inclusive team environment that supports development and engagement.

What you’ll bring:

• Experience leading and developing people in a fast‑paced contact centre environment.
• Confidence managing your own and team performance against KPIs and delivering consistent results.
• Strong judgement and decision‑making skills, with the ability to remain calm under pressure.
• Experience of business continuity planning and incident management.
• Strong organisational skills with attention to detail and a problem‑solving mindset.
• Flexibility to work within a 365‑day operational schedule including bank and public holidays.

It would be great if you had:

• Experience working in an out‑of‑hours or rotating shift environment.
• A resilient approach and confidence working independently when needed.
• An understanding of the public sector, particularly the Prison Service.
• If you’re interested in this role but not sure if your skills and experience are exactly what we’re looking for, please do apply, we’d love to hear from you!