Job Description

Brook Street RFecruitment is currently recruiting a team leader for our call centre client in Belfast

Are you interested in helping people be the best that they can be? Are you excited about helping to shape a key part of our business to enhance the service we provide to our customers? Do you have a track record in leading a team of Customer Service Advisors to deliver great performance? If so read on!

Our Belfast client isnt a call centre where you are expected to work against aggressive targets. They are a customer service centre and your job is encourage your team members to bring the best version of themselves to every interaction that they have with the customers, through coaching, developing, engaging and motivating them.

The candidate hired will have the opportunity to not only develop your management skills but learn new skills to help with your personal development and career progression.

Key Responsibilities

• Support and promote the delivery of a "one team" approach by living and acting as a role model for the company vision and values
• Create a positive culture within your team that delivers positive customer outcomes through strong levels of colleague engagement
• Motivate, Support, Inspire, Lead and Coach team members to deliver the best possible customer experience they can, and provide structured feedback to individuals on how they can continue to raise the bar even further
• Ensure all resources are deployed so that we are here when customers need us most
• Regularly undertake call and email coaching to ensure that your team members are having great conversations and great interactions with our customers
• Work as part of the Customer Service Centre and the wider Customer Service Leadership Teams to deliver business goals
• Use complaints and escalations to create learning opportunities and to build deeper relationships with our customers
• Support the business by identifying and sharing any improvements that contribute to better processes or customer experiences
• Own and manage the performance of individuals within your team
• Support with recruitment, on boarding and induction of team members

Criteria

• Minimum of 2 years team lead experience within a contact centre, within the last five years
• Experienced with managing a team in a customer service environment, supporting your team to deliver first contact resolution and quality assurance and you will have a strong working knowledge of contact centre operations.
• Effective coaching skills - Strong verbal and written communication skills
• Strong level of commercial awareness, understanding the importance of delivering for customers, colleagues and the company
• Real passion for coaching and developing colleagues whilst taking responsibility for your own learning and development
• Computer literate, able to use Microsoft packages
• Minimum of GCSE or equivalent in English and Mathematics

This is a permanent position, 40 hours per week. You will work a four-week rotation, working only 1 weekend in 4.

Standard opening hours:- Monday -Thursday 7:45am-9:15pm
Friday - 7:45am-6:15pm
Weekends - 7:45am-4:15pm

Salary will be £26,890 per year

Please send CV to Colleen Farquharson via the apply link