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Contact Centre Team Leader

2 months ago

Croydon, United Kingdom Lloyd Recruitment Services Ltd Full time

Contact Centre Team LeaderWe are looking for an experienced Team Leader to join our client based in the local area to start on the 30th September 2024.

Leading a team of 12-14 Customer Service Agents, you will ensure company targets are achieved whilst ensuring ongoing training and support is provided to your team.

This role is a permanent position, however we are looking for an individual to work on a temp to perm basis, to help with a quicker start date.

The individual will have the following experience:

  • Proven telephony experience
  • Team Leader experience
  • Performance Management
  • Disciplinary management
  • Investigations
  • Recruitment
  • Coaching & Training
  • Change management
  • Motivational

The Duties:

  • Monitor holiday planning, sickness and other absence
  • Motivates the team by regular briefings and meetings on company and departmental performance
  • Works closely with the account managers to support their work and provide MI reporting as required, whilst maintaining long term customer relationships
  • Builds relationships with the branch management teams to ensure that business issues are resolved quickly and amicably
  • Works closely within peer group and the extended management team within Customer Services to ensure the overall smooth running of the department
  • Manages and coaches the team of co-ordinators, measuring performance, setting objectives, assessing training needs, providing on-the-job training and addressing any shortfalls in performance
  • Maintains standards of performance in the team relating to customer contact via telephone, email, other written correspondence and face to face meetings
  • Manages team workloads effectively; to have an awareness of key volume drivers and to plan and allocate work ensuring it is fairly assigned across the team
  • Manages the quality of work by routine and random monitoring, providing structured feedback and coaching where required
  • Handles and takes ownership of escalations and complaints from co-ordinators, dealing with customers and internal stakeholders to resolve issues and proactively develop effective working relationships with customers. feedback and coaching where required
  • Handles and takes ownership of escalations and complaints from co-ordinators, dealing with customers and internal stakeholders to resolve issues and proactively develop effective working relationships with customers

Interviews are taking place a.s.a.p. so apply today.Refer a friend and earn a retail voucher worth up to £500

Unfortunately, due to high numbers of applications, we are only able to respond to shortlisted applicants. If you have not heard from us within 5 days, please assume that you have not been shortlisted on this occasion.

By applying for this vacancy, you accept Lloyd Recruitment Services Privacy and GDPR Policy which can be found on our website and therefore gives us consent to contact you.

Lloyd Recruitment Services are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer.