16/08/2025
Team Manager - People
SinglePoint Calls | Daventry | £27,000 - £32,000
4 on 4 off shifts | Full-time | Office based
Send CV to [email protected]
About Us
We started SinglePoint Calls in 2022 with one goal – to make telephone answering better. We’d used the big services before, and while they worked at first, they quickly became expensive, robotic, and detached from the businesses they were meant to represent. So we decided to do things differently.
Fast forward to today: We’ve grown to a team of 45+ PAs who handle over 40,000 calls, messages, and emails every month for businesses of all sizes—from solicitors and property agents to trades, tech, and healthcare companies. We don’t just take messages. We genuinely get to know our clients and their customers, acting as a real extension of their team.
The Job
We need an experienced Team Manager to manage our people across all our services. You'll manage teams covering telephone answering, live chat, virtual recruitment screening, IT ticketing, and admin support, making sure we continue to deliver excellent service.
You'll be responsible for our PAs, Team Leaders, and Go To Persons (GTPs), focusing on developing the team, keeping performance high, and maintaining our reputation. The role includes occasional evening shifts to support our evening and night shift teams.
What You'll Be Doing
Managing and developing teams across all our services
Regular 1:1s and performance reviews with your team
Handling staff absences, sickness and return to work interviews
Sorting out shift scheduling and finding cover when people are off
Dealing with conduct issues and disciplinary processes when needed
Doing quality checks on calls and service delivery
Taking calls yourself when required to keep within SLA requirements
Handling customer complaints and escalations
Working closely with Directors, Operations and HR / Learning & Development
Working with other teams across the business
Training new people and helping existing team members develop
Making sure everyone follows company policies and procedures
What We Need
Essential:
Team Manager experience with proper people management responsibilities
Solid people management experience - absences, disciplinaries, 1:1s, the works
Solid HR knowledge and understanding of processes
Can handle customers and complaints
Good with Microsoft Office
Happy to work occasional evenings
Desirable:
Experience in a telephone answering service or contact centre
Experience working in a 24 hour business
Experience with shift scheduling
What You Get
Money & Benefits:
£27,000 - £32,000 depending on experience
4 on 4 off shifts (8am-6:30pm)
28 days annual leave (works out to 21 days with 4 on 4 off shifts) with increases after probation
Private healthcare after probation
Employee Assistance Programme (EAP)
Mental health support and counselling
Free parking
Electric car scheme
Why You'll Like It:
Variety across teams handling everything from telephone answering and live chat to virtual recruitment screening, IT ticketing and admin support across different sectors
4 on 4 off pattern with occasional evening shifts to support our evening and night operations (may change to Monday-Friday 8am-5pm in future)
Direct impact on business growth and service quality
Team culture that cares about work-life balance
