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Team Leader

Location: Colwick

Hours of work: Full time

Apply now


About us

Hillarys is the UK’s largest provider of windows dressings and furnishings. We have come a long way since the company was established in 1971 and we’re proud to do things differently. From start to finish, we strive to give the highest standards of service across all we do.

At Hillary’s we understand that our people are our most important asset. We know that we will only prosper and grow if everyone works together to provide top-class products and customer service. We work hard to attract and develop the best people at all levels, with challenging and rewarding careers. Hillarys is a great place to work whether you are talking to our customers, making our products or planning our marketing activity. Lying at the heart of our business are our values:

  • Customer Focus
  • Continuous Improvement
  • Teamwork
  • Honesty & Integrity    
  • Communication
  • Recognition

About the role

An exciting opportunity has a risen working as a Team Leader in our Customer Service Centre in Colwick. The role is responsible for leading a team of Associates supporting the Contact Centre to achieve department KPI’s and Individual WPT’s in order to provide the most effective support possible whilst always looking to increase sales through outstanding service and support to our customers throughout their purchasing experience.

The purpose of this role is to:

  • To champion and instil the ethos and standards of the Company values
  • Set and maintain appropriate standards of behaviour
  • Carrying out regular reviews and appraisals
  • Delegate work appropriately
  • Provide the team with development opportunities and coaching
  • Play an integral role in the recruitment of high calibre staff
  • Adapt interpersonal style to suit different people or situations
  • Show respect and sensitivity towards cultural and religious differences. Deal with ambiguity, making positive use of the opportunities it presents
  • Focuses on customer needs and satisfaction
  • Monitors and maintains high standards for quality and productivity
  • Works in a systematic, methodical and orderly way
  • Consistently achieves project goals
  • Set clearly defined objectives and plans activities / projects well in advance taking into account possible changing circumstances
  • Manage time effectively, identifies and monitors performance against deadlines and milestones
  • Achieve high quality outcomes in appropriate timescales and identify ways to improve effectiveness and efficiency. 
  • Apply a fundamental and integrated understanding of the customer to shape business activities, add value to the service they receive and improve business performance

About you

The successful and ideal candidate:


  • Educated to minimum GCSE or equivalent
  • Have a genuine interest in improving our service proposition
  • Ability to identify and generate fresh ideas and initiate appropriate action to improve the service delivered to customers
  • Experience of complaint handling
  • Self-Motivated, the ability to work using own initiative with minimal supervision
  • Effective time management skills with the ability to work to deadlines and prioritise work load
  • Proven Contact Centre experience
  • Proficient in MS Office , Word, Excel, PowerPoint and Outlook


  • A good working knowledge of both SAP and One View would advantageous