Call Centre Team Leader

Brook Street Recruitment is recruiting a team leader on behalf of our call centre client

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 12 months leadership experience in a face-to-face customer service environment or 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. Our opening hours:- Monday -Thursday 7:45am-9:15pm Friday - 7:45am-6:15pm Weekends - 7:45am-4:15pm

Salary will be £26,890 per annum

Please send CV to Colleen Farquharson via the apply link