Team Leader, Customer Experience - #1774209

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Team Leader, Customer Experience 

Do you have a passion for people, the drive to deliver fantastic customer service whilst monitoring, coaching, and supporting your team to achieve KPI targets?

Here at Conduent we are looking for an experienced Team Leader to lead, coach and motivate team members here in our Leeds-based Contact Centre.

Supporting a team of 10-15 Customer Service Agents in our Contact Centre delivering services to customers. This role will be supporting a busy transportation client and involves the department who deal with the managing of customer calls, web chat and correspondence. 

Being enthusiastic and motivated to deliver an outstanding level of service is paramount to our global & mission-critical services. 

Contract: Full Time Permanent

Location: Leeds, LS11 5BD

Shifts: 37.5 hours per week, rotational shifts - Monday to Sunday between the hours of 8.00am and 8:00pm with alternate days worked on a weekend.

Salary: D.O.E

 Your responsibilities will include:

• Management of Sickness and Absence


• Performance Monitoring, Coaching & delivering role model behaviours.


• Performance Management.


• Holding team meetings.


• Delivering one to one sessions.


• Delivering a fun and engaged environment.


• Monitor adherence.


• Work as part of a team.

 What we are looking for:

• Assists others in achieving goals.


• Ability to manage hiring and termination actions and training for multiple employees.


• Manages performance appraisals and pay reviews for team members.


• Accountable for functional, operational, and program management.


• Supervises daily tasks of the business, technical support, and production teams.


• Responsible for team results.


• Works within established precedents and practices.


• Evaluates and organises information to solve problems and challenges.


• Ability to work without supervision.


• Comprehensive understanding of processes, procedures, systems, and concepts.


• Ability to coordinate team efforts to achieve overall company and client goals.


• Directly impacts the quality of services provided.


• Supports and trains team members to impact end user experiences.


• Provides supervision including coaching and quality checks to support associate progress.


• Solves problems and evaluates possible solutions using past technical experience.

What we offer you:

33 days annual leave (including bank holidays)

Life Assurance x 4 annual salary

Private Dental Plan

Private Medical Insurance (Aviva)

Income Protection Scheme

EAP including local discount.

Excellent Online Learning Platform

Cinema Society Discounts

Apprenticeships

Free Eye Tests

Mentoring Programs 

Travel & parking information:

We are based a short 10–15-minute walk from Leeds railway station.

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded:  click here to access or download the form.  Complete the form and then email it as an attachment to *******@conduent.com. You may also click here to access Conduent's ADAAA Accommodation Policy.

At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent.