Contact Centre Team Lead


Job Description

Job title: Contact Centre Team Lead

Contract: Permanent

Hours: Full time – 35 hours per week

Location: Farringdon, London EC1N

Department: Commercial

Reports to: Head of Membership

Salary: £30,000 per annum


The Chartered Governance Institute, UK and Ireland is the qualifying and membership body for governance with 130 years’ experience of educating and supporting governance professionals. It has in excess of 34,000 students and members worldwide and provides professional development, guidance, career opportunities and thought leadership for the governance profession.  The Chartered Governance Institute UK & Ireland is the largest division within the group. 

Job purpose

The Customer Support Team Lead/Manager is responsible for leading, motivating and developing a team of Customer Support Advisors to ensure the effective and efficient running of the CGIUKI Contact Centre. This is a key role to support CGIUKI in meeting its commercial targets responsible for the growth and progression of student numbers.  The role leads the team offering advice, guidance and support on how to become a CGIUKI student and advise on training products, membership, subscriptions, payments, exams and events activities. 

Major objectives

To fulfil CGI’s corporate objectives through the following:

  • Manage and develop the Contact Centre team to deliver the first point of resolution for all customer and member related enquiries

  • Drive the sales of qualification, training memberships and subscriptions

  • Ensure all members of the Contact Centre Team are fully informed of targets and meet sales KPI’s

  • Responsible for leading excellent service to both internal and external customers, communicating effectively and courteously and providing information and advice on matters relating to the work of the Commercial Department.

Key Responsibilities & Accountabilities:


  • To ensure the effective and efficient running of the Contact Centre

  • To ensure that the Call Centre KPIs are met:

     To ensure the team meet or exceed the 95% target set for calls.
     To ensure the team meet or exceed the 95% target set for emails within agreed SLA’s

  • To supervise outbound activity to generate leads as required to support the delivery of CGIUKI training, membership and events revenue targets

  • To ensure that all customers have the best possible experience of CGIUKI

  • To ensure a pro-active approach is taken by the Contact Centre Team and support all calls

  • To prepare performance reports by collecting, analysing, and summarising data and trends.

  • To handle and resolve complaints relating to the Contact Centre in a professional and effective manner.

  • To support other areas of the business as required with outbound calling on CGIUKI activities

People / Management

  • To take responsibility for the day-to-day supervision of any direct reports.

  • To delegate tasks as and when appropriate to team members to ensure the effective and efficient running of the CC.

  • To develop staff through coaching, advice and motivational techniques to help the Contact Centre team to maximise the potential for revenue development from both inbound and outbound calls.

  • To hold regular one-to-one meetings and performance reviews with the Customer Support Advisors.

  • To performance manage all team members and offer feedback.

  • To foster good relationships with all internal departments and cross-functional teams.

  • To refer to senior team members for advice and support.

Person specification

  • The Institute’s products, services, practices and values
  • Contact Centre dynamics
  • The principles of CRM
  • Numerate, commercially aware and data-driven
  • Experience of leading in a busy environment within a customer focused organisation, within an inbound and outbound call/contact centre environment
  • Experience with CRM or equivalent systems
  • Experience of supervising a team
  • Commercial experience desirable
  • A track record of success in developing customer relationships
  • Excellent communication skills, both written and oral
  • Excellent listening and questioning skills
  • Extremely IT literate
  • Ability to take ownership and responsibility
  • Ability to work on own initiative and resolve problems proactively
  • Ability to multi-task
  • A proactive team player with a customer first, collaborative and solution focused approach

  • Have a strong work ethic, with the ability to work towards stretching targets

  • Able to remain calm and patient under pressure and to easily adapt to change

  • A can-do empathetic attitude with the ability to build a rapport

  • Works with good humour, resilience and agility

How to apply

To apply for this opportunity please send a CV and covering letter to

Closing date: 17 January 2022

Please note: This job description does not form part of your contract of employment.

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