At NIE Networks, our customers are at the heart of everything we do. Through our dedicated Customer Relations and Customer Service teams, we support over 929,000 homes, businesses, and farms with a commitment to excellence. Our Customer Contact Centre handles approximately 30,000 customer interactions each month via phone, digital messaging, and email. Operating a 24/7 helpline, we assist with power cut reports, new connection requests, and a wide range of network-related queries.
We are now seeking a Team Leader to join our Contact Centre team on a temporary 13-month contract. Reporting to the Customer Contact Coordinator, the successful candidate will:
- Lead and support a team of customer service agents
- Oversee HR responsibilities including recruitment, performance management, and absence tracking
- Ensure high-quality service delivery across all communication channels
- Manage call flow, system compliance, and operational efficiency
- Handle customer escalations and provide tailored support to vulnerable customers
- Contribute to cross-functional initiatives and assist the Contact Coordinator as needed
This is a fantastic opportunity to make a meaningful impact in a fast-paced, customer-focused environment while supporting the delivery of essential services across Northern Ireland.
For further information, the Role Specification Document is available to download.
CV and Cover Letter must be received no later than 11pm on Sunday 2 November 2025.
Skills:
Customer Service IT Telephony Systems Health & Safety
Benefits:
Pension Fund Parking Paid Holidays Mobile Phone Laptop
