Team Manager
Employer: HGS UK
Location: Fully remote
Temporary: Fixed term contract of up to 6 months, aligned to the Warm Home Discount Scheme seasonal cycle
Working hours: Full time
Salary: Not listed
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Hinduja Global Solutions (HGS) is an innovative leader in Customer Experience and Business Process Management with over four decades of providing services. Our customer-obsessed ethos combined with a pioneering approach places digital solutions at the core of our operations. As we navigate the digital era, we strive to revolutionize customer experiences, equipping our clients with a significant competitive advantage.
Job Description:
HGS UK is delighted to be recruiting Team Managers to lead fully remote teams delivering the Warm Home Discount Scheme (WHDS). You will oversee 10–15 Customer Service Advisors, ensuring service delivery meets high standards of quality, empathy, and compliance while supporting households to access financial help with their energy costs. This includes handling complex escalations, monitoring performance data, and coaching your team for skill development and engagement. You will be responsible for accurate complaint handling, supporting resource planning, and creating a positive, inclusive environment where team members can perform at their best. Collaboration with senior leaders and stakeholders will be key to driving service improvements and ensuring our processes run smoothly during this high-demand seasonal programme. This is a fully remote fixed-term contract of up to 6 months, aligned to the WHDS seasonal cycle. The programme may conclude earlier depending on demand, but similar opportunities often return each year, and strong performance can open doors to future roles with HGS.
HGS Champions a Coaching Culture: HGS is dedicated to fostering a culture of coaching where continuous learning and development are integral to everyday life. Our coaching culture empowers employees to achieve their full potential, with support from colleagues, managers, and mentors, through feedback, mentorship, and diverse learning opportunities. If you are passionate about growth, both for yourself and others, HGS offers the ideal platform to build your career and thrive in an environment focused on development and collaboration.
Why Choose us:
HGS is a global leader in customer experience management. With more than 44,000 employees spread across 7 countries, our mission is to make our clients more competitive by providing exceptional experiences. Powered by a people-first philosophy and experience serving over 900 of the world’s leading brands, HGS is the perfect place to build your future!
Working with HGS comes with benefits like:
Competitive Salary
Remote working
People-focused environment where you’ll make lifetime connections and friendships
Access to Ignite for wellness, financial, and employee assistance programs
Refer-A-Friend bonuses
28 days holiday, inclusive of bank holidays
What we are looking for:
Can you lead and inspire a remote team to deliver excellent results in a fast-moving environment?
Can you resolve challenging customer situations while keeping service standards high?
Do you enjoy using performance insights to coach for improvement?
We are looking for a confident leader who brings operational know-how, strong people management skills, and the ability to maintain focus under pressure.
Requirements:
Demonstrated experience leading teams in a contact centre environment.
Proficiency in conflict management and negotiation.
Good knowledge of customer service delivery and CRM.
Understanding of real-time management, schedule adherence, QA, and AHT
To participate in this remote role, you will need a Windows-based laptop/desktop with the following specifications:
Windows 10(22H2) / 11 (23H2) or above
CPU Gen5 2.4GHz or above
4GB of RAM (preferably 8GB)
Chrome / MS Edge browser fully updated
Antivirus program installed and kept up to date
No screen recording software should be installed on the PC
Proof of full virus scans periodically will be requested
Bandwidth 10-15Mbps minimum
USB Headset and Webcam (not for calls)
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As an equal opportunity employer, HGS is dedicated to diversity, inclusivity and Equity. HGS does not discriminate on the basis of the race, ethnicity, religion, sex, national origin, age, veteran disability, or genetic information or any other reason prohibited by law in employment. We believe in the power of diversity to create an environment where every individual excels, and our diverse customer and colleague base is deeply understood.
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