Job Description

My contact centre client is looking for a Team Leader to join their team. The UK contact centre are responsible for providing first- and second-line customer support for products and services via telephone and online. We work closely with internal account teams, external partners other European Customer Service teams and the Global Customer Team in the US and at our El Salvador contact centre.

Purpose of Role:
To achieve excellent standards of customer service and satisfaction through effective personal customer relations skills. Lead, coach and motivate a team of Contact Centre advisers to deliver departmental KPI's, targets and objectives.

Key Responsibilities:
" Proactively review and work within company policies, standard operating procedures, company, and legislative updates to ensure you are working in line with best practice and business risk is minimised.
" Display positive examples of the company Beliefs (Win as one team, Be Innovative, Global Excellence and Be Inspiring) at all times.
" Lead and motivate a Contact Centre team to optimum performance levels to achieve agreed targets contributing to the company's objectives.
" Provide clear and concise direction, support, and guidance to the team through effective coaching, leadership and setting of SMART objectives.
" Manage performance through regular, effective reviews, addressing performance issues according to the company's policies and procedures.
" Conduct development reviews and recommend training and development plans.
" Deliver all departmental KPI's, achieving set targets and objectives.
" Challenge processes and procedures, identify and implement improvements to enhance the customer experience or improve operational efficiency.
" Build effective relationships with other teams and departments. Communicate all information clearly and in a timely manner.
" Act as a role model to others whilst striving to achieve high standards of performance and customer service.
" Ensure full adherence to the company's Health & Safety policy and procedures.
" Effectively engage, inform, and lead your team to individual and departmental success.
" Clearly communicate and cascade company policy, standard operating procedures, company, and legislative updates to ensure team are working in line with company best practice and business risk is minimised.
" Work pro-actively with HR to attract, identify, develop, engage, and retain talent to build a high-performance workplace.
" Work with Talent Acquisition to pro-actively attract top talent and accurately assess, select and pre-board and on-board to set new starters up for success.
" Continually develop your team by setting relevant and achievable objectives that are in line with departmental and company strategy. Working with HR to review performance throughout the year and encourage a culture of learning and improvement.

The ideal candidate will have worked in a contact centre role before and managed people in the same environment. You will be able to work under pressure, have the ability to handle difficult conversations and work as part of a wider customer support team. You will have good leadership and prioritisation skills and be
able to act a professional role model.

The role is paying between £24,000 - £30,000 and is a permanent full time role working 35 hours a week. The
opening times are 8am to 8pm Monday to Saturday and 9am to 6pm on a Sunday. Shifts are 8 hours a day and you will be expected to work every other weekend (1 day not both)

This will be a hybrid role where time is split between home and the office each week, so the ability to travel to our Apsley office in Hemel Hempstead is also a must.


In return you will be offered a pension scheme after probation finishes and staff can also apply for various benefits including vouchers and discounts.

If this sounds like something you are interested in and would be a good fit for the role, apply today or contact Laura Ni