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.
Are you ready to step into a role where your leadership directly supports the UK justice system?
As a Team Manager within the Defence Solicitors Contact Centre (DSCC), you will guide a high‑performing team delivering essential 24/7 support to defence solicitors and police nationwide. This is a fast‑paced, purpose‑driven environment where accuracy, calm decision making, and coaching‑led leadership truly matter. You will play a key part in ensuring rapid, compliant and sensitive handling of urgent calls that support legal access at critical stages of the justice process. If you are passionate about developing people, driving performance, and leading teams through complex and high‑pressure scenarios, this is an opportunity to make a meaningful impact every day.
Please note, this is a working from home role for on a 12-month Fixed Term Contract. Candidates must be based in Scotland or Wales.
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 18,000 employees spread across 9 countries, our mission is to make our clients more competitive by providing exceptional experiences. Powered by a people-first philosophy and experience serving over 1100 of the world’s leading brands, HGS is the perfect place to build your future!
- £26,000 per annum during secondment
- Fully remote working
- Refer-A-Friend bonuses
- Employee assistance programs
- 25 days holiday, plus bank holidays (increasing with service)
- Development opportunities
- People-focused environment where you’ll make lifetime connections and friendships
What we are looking for:
- Do you thrive in fast‑paced, live environments where accuracy, judgement and calm leadership are essential?
- Can you coach, motivate and guide a team through emotionally sensitive or high‑pressure interactions?
- Are you confident making real‑time decisions, supporting escalations and ensuring consistent service delivery?
- Do you enjoy building trust, driving performance, and supporting continuous improvement across hybrid or remote teams?
If you're ready to lead a team that keeps the justice system moving, step forward. This is your chance to make an impact that genuinely matters.
Requirements:
- Candidates must be based in England or Wales
- Proven leadership experience within a contact centre, service delivery, regulated or high‑pressure environment.
- Strong coaching skills with the ability to guide advisors through complex, sensitive or compliance‑driven interactions.
- Confident decision making and escalation management in real‑time operational settings.
- Excellent communication and people‑leadership abilities, with experience supporting remote or hybrid teams.
- Ability to interpret MI, reports and QA outcomes to drive performance and development plans.
- Strong organisational skills with the ability to manage workloads, priorities and rota requirements.
- Proficiency in CRM systems, reporting tools and Microsoft Office applications.
- Comfortable working within regulated, privacy‑focused or commercial environments where accuracy and compliance are critical.
#LI-BS1 #LI-Remote
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.
