Contact Centre Team Leader

Reference:
15528
Division:
Salary:
Per Hour

Job description

Contact Centre Team Leader

Based in Milton Keynes

An exciting opportunity has become available for a Contact Centre Team Leader working within the Customer Services department. The main purpose of the role is to direct and supervise the Customer Services team while developing new skills in you. This would be managing the team’s performance to ensure customer requirements are met through a customer first approach.

Supervision of a dedicated team, responsible for the contract finance contacts. You’ll conduct annual appraisals and 1 2 1 reviews to ensure that skill levels are met and personal development plans are maintained, whist working with the team to resolve performance issues through coaching, mentoring and training.  You will organise and manage the workload of the team through real time management and work allocation, ensuring team members are in appropriate status codes and have assistance with complex queries. As their Team Leader, be the escalation point when they are unable to meet the customer’s demands and needs to ensure our customer are getting the best customer experience.  Monitor the team performance through KPI management on a monthly basis whist also monitoring calls/emails/live chats and work output to improve quality, minimise errors and ensure correct process is followed.


ABOUT YOU

You enjoy motivating and empowering team members to feel happy and engaged throughout their working day. You are confident in challenging the team to ensure that all team members are logged in to manage customer contact where necessary. Being proactive and innovative in the creation and development of new processes and department improvements. Customer Satisfaction is important to us and you will be able to provide an excellent level of customer service that allows the customer to continue their onward journey at very low effort and at high satisfaction. Ensuring high customer satisfaction results through the customer survey. Making our operation effectiveness and efficiencies by creating a seamless journey during the customer’s contract, eliminating call transfers, customer confusion and adopting the 1st point resolution approach.

Alongside demonstrable experience in a similar role within a similar environment the successful candidate is likely to have:

  • The ability to manage customer relationships successfully
  • Motivated, customer focused team player with the ability to lead others
  • Experience within a Contact Centre environment
  • Excellent customer service skills with clear concise communication
  • Flexible with the ability to manage change
  • Ability to work under pressure, whilst maintaining a professional image at all times
  • Knowledge of Financial services and regulations , desired but not essential
  • Previous management/supervisory experience
  • Organisation and Time Management
  • Analysis of data and performance reporting

Thank you for your interest in this position. It is with regret that we are unable to respond personally to each individual application due to the high volume of CVs we receive on a daily basis. However, your CV and application for this role will be reviewed by one of our qualified consultants within the next 48 hours. If you do not hear from us within this time period, you have unfortunately been unsuccessful on this occasion.

We hope you will apply for future roles that we advertise regularly on this website. However, to keep up to date with all our recruitment activity, please follow us on Twitter, like us on Facebook and check out our vacancy page on our website.

Smart Moves Recruitment is an Equal Opportunities Employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.

 

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Smart Moves
51 Clarendon Road,
Radius House First Floor,
Watford, Hertfordshire,
WD17 1HP

Tel: 01908 308788
Fax: 01908 308780
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