Contact Centre Team Lead

1 month ago

Manchester, United Kingdom Raisin Full time
Team

We are looking for an experienced Customer Service Team Lead to build and manage an internal team of 5-10 Customer Service agents, handling inbound calls, emails via Zendesk ticketing system and incoming post.
As well as being the first line of support for our UK customers, your team is responsible for escalating complaints and technical issues to the relevant team in a timely manner, providing feedback, and ensuring that customers feel reassured and secure in every interaction they have with Raisin UK.

Your Responsibilities Leadership and Team Development
  • Team Performance Management: Provide ongoing constructive feedback, coaching, and training to improve individual and team performance.
  • Employee Engagement: Foster a positive work environment, promoting teamwork, and addressing any concerns to maintain high levels of employee engagement.
  • Employee Development: identify individual development opportunities and provide support and resources for helping team members accomplish their personal and professional goals.
  • Goal Setting and Performance Reviews: Establish clear performance expectations and conduct regular performance reviews.
Customer Service Delivery
  • Service Level Management: Ensure customer requests (Phone/Email) are answered promptly and that service level expectations are met.
  • Resolving on First Contact: Minimize the need for customers to call back by resolving issues on the first attempt. Identify topics of repeat contact and identify and implement sustainable solutions.
  • Deliver and improve Customer Satisfaction: Maintain high levels of customer satisfaction through effective communication and problem resolution. The Team leader understands, analyses and uses customer contacts to analyze root causes to customer issues and implements solutions to resolve them.
  • Resolve Customer issues: Be an escalation point of contact and a subject matter expert when employees and customers need help.
Operational Efficiency
  • Call Quality Monitoring: Regularly monitor calls to ensure that company policies, procedures, and compliance standards are adhered to. Provides regular coaching to improve performance.
  • Productivity Management: Ensures that great customer issues resolution is delivered in alignment with strong efficiency. Identifies ways to improve efficiency of the immediate team and broader organization.
  • Staffing: Plans ahead and optimises real time capacity management to ensure customers receive on time service.
Collaborative Problem Solving
  • Own Customer issues: identify, research and resolve complex customer issues, and provide timely and effective solutions to Raisin customers. See the big picture, connect the dots to understand the issue and associated issues better. Demonstrate the ability to handle complex customer issues, escalations, and disputes effectively.
  • Decision-making: Make informed decisions that align with Raisin policies and benefit both the customer and the organization. Identify process issues and work across functions to find sustainable solutions.
Communication
  • Internal and External Communication: Deliver clear and effective communication within the team and with other stakeholders internally and externally.
  • Customer communication: Ensure that communication with customers meets and exceeds customer and brand expectations. Find ways to improve customer communication to improve satisfaction, reduce customer complaints and improve customer loyalty.
Your Profile
  • 5+ years experience with 2+ years in a Team Leader role
    • In Financial Services - Contact Centre / Call Centre.
  • Bachelor's Degree.
    • Additional years of relevant experience may be considered in lieu of a degree.
  • Proven ability to build, motivate and lead a Customer service team.
  • Excellent verbal and written communication skills.
  • Strong critical thinking skills to make well-informed decisions by weighing evidence, considering alternatives, and anticipating potential consequences.
  • Ability to interact with customers while staying calm under pressure, in volatile and demanding situations.
  • Proven ability to build positive relationships and find agreeable solutions in tough/conflict situations.
  • Strong analytical and data management skills.
Our Benefits

At Raisin, we care about each other and it is one of our top priorities to foster an open and caring environment in which everyone feels welcome and comfortable. Our culture is strongly driven by our ambitious team, who are at the heart of our success.

As part of the Raisin UK team, you benefit from:

  • Employee Development Budget of £1,700 and 4 full training days per year.
  • Access to Babbel for continuous learning.
  • Breakfast, snacks, daily fresh fruit and drinks are at your disposal around the clock.
  • We are hybrid working, we are in the office once a week, giving the team the opportunity to collaborate and spend time together.
    • Wednesday is our core day in the office.
  • We offer 28 days + Bank Holidays of holiday a year.
  • One day birthday leave and gift voucher to celebrate your birthday.
  • We offer you a company stakeholder pension with a minimum employer contribution of 5%.
  • The opportunity to experience our annual retreats in exciting European cities and other team building events.

  • Contact Centre Team Lead

    2 weeks ago

    Manchester, United Kingdom Teleperformance Full time

    About the RoleThe estimated salary for this position is £35,000 - £50,000 per annum, depending on location and experience.Job OverviewThis role offers a unique opportunity to lead a team of professionals in a fast-paced contact centre environment. As an Assistant Operations Centre Manager, you will be responsible for delivering high levels of performance...

  • Contact Centre Team Lead

    4 days ago

    Manchester, United Kingdom Teleperformance Full time

    Contact Centre Team Lead PositionIn this critical leadership position, you will oversee the performance of a dynamic contact centre team, focusing on enhancing employee engagement, productivity, and customer satisfaction. Your responsibilities will encompass driving a positive work culture, managing daily operations, and maintaining accountability for...

  • Contact Centre Team Lead

    1 month ago

    Manchester, United Kingdom Raisin Full time

    TeamWe are looking for an experienced Customer Service Team Lead to build and manage an internal team of 5-10 Customer Service agents, handling inbound calls, emails via Zendesk ticketing system and incoming post.As well as being the first line of support for our UK customers, your team is responsible for escalating complaints and technical issues to the...

  • Contact Centre Team Manager

    3 days ago

    Manchester, United Kingdom CV-Library Full time

    Red Recruitment is recruiting a Contact Centre Team Manager in Manchester to join our client, a network of repairers who repair vehicles using the most up-to-date methods, quickly and efficiently. In this role, you will be required to work closely with the Head of Operations and the internal project team to identify areas of improvement as well as to ensure...

  • Contact Centre Team Lead

    1 month ago

    Manchester, United Kingdom Raisin Full time

    Your Responsibilities Leadership and Team Development Team Performance Management: Provide ongoing constructive feedback, coaching, and training to improve individual and team performance. Employee Engagement: Foster a positive work environment, promoting teamwork, and addressing any concerns to maintain high levels of employee engagement. ...

  • Contact Centre Team Lead

    1 month ago

    Manchester, United Kingdom Raisin GmbH Full time

    TeamWe are looking for an experienced Customer Service Team Lead to build and manage an internal team of 5-10 Customer Service agents, handling inbound calls, emails via Zendesk ticketing system and incoming post.As well as being the first line of support for our UK customers, your team is responsible for escalating complaints and technical issues to the...

  • Contact Centre Team Leader

    7 months ago

    Manchester, United Kingdom Platinum Financial Recruitment Full time

    **LOCATION** **Manchester** **SALARY** **£27000 - £29000** **JOB TYPE** **Permanent** **REF** **AW2402-05_1710175593** **Contact Centre Team Leader** **Up to £29,000 basic plus monthly bonus (OTE up to £60k)** **Manchester City Centre - 10 minute walk from MCC/Arndale** **Flexible start date (**Full time)** We have a brand-new opening for an...

  • Contact Centre Team Leader

    6 months ago

    Manchester, United Kingdom Simpson Millar LLP Full time

    **Contact Centre Team Manager** **Permanent** **Salary**: Up to £30,000 plus an on-target bonus**Location:* Manchester/Hybrid If your background is call centre or contact centre based and you’re ready for your next challenge, this could be THE role for you. We’re seeking an established Team Manager to join our team to help us go from good to great. As...

  • Contact Centre Business Performance Lead

    3 days ago

    Manchester, United Kingdom Teleperformance International Full time

    About the OpportunityWe are seeking a talented Contact Centre Business Performance Lead to join our team at Teleperformance International. As a Business Performance Lead, you will play a key role in driving business results and improving overall performance across our contact centre operations.Key responsibilities will include evaluating business area...

  • Contact Centre Manager

    3 days ago

    Manchester, United Kingdom CV-Library Full time

    Role: Contact Centre Manager Location: Manchester Term: Full Time, Permanent Salary: £60,000 + benefits CCA Recruitment are excited to be recruiting for an experienced Contact Centre Manager to join a client based in Manchester for an out of hours client. The ideal candidate will be someone who can inspire and motivate a team of contact centre...

  • Contact Centre Manager

    17 hours ago

    Manchester, United Kingdom CCA Recruitment Group Full time

    Role: Contact Centre Manager Location: Manchester Term: Full Time, Permanent Salary: £60,000 + benefits CCA Recruitment are excited to be recruiting for an experienced Contact Centre Manager to join a client based in Manchester for an out of hours client. The ideal candidate will be someone who can inspire and motivate a team of contact centre Team...

  • Contact Centre Training Manager

    3 days ago

    Manchester, United Kingdom KM Education Recruitment Ltd Full time

    Contact Centre Training OpportunityKM Education Recruitment Ltd is seeking an experienced Contact Centre Training Manager to lead our contact centre training team. As a key member of our team, you will be responsible for designing and delivering comprehensive training programs to equip contact centre staff with the skills they need to excel in their...

  • Contact Centre Senior Supervisor

    3 days ago

    Manchester, United Kingdom Teleperformance Full time

    **Job Title:** Contact Centre Senior Supervisor**Job Summary:** We are seeking a highly skilled and experienced Contact Centre Senior Supervisor to join our team at Teleperformance. As a key member of our operations team, you will play a crucial role in driving business growth and delivering exceptional customer service.In this role, you will be responsible...

  • Contact Centre Advisor

    4 weeks ago

    Manchester, United Kingdom CV-Library Full time

    Contact Centre Advisor Salary: £26,745 pa Location: Manchester - Agile Full time, Permanent 35 hours per week Closing Date: 4th Dec 2024 Interview Date: TBC We have a number of exciting positions available for Contact Centre Specialists within our Customer Resolution Centre We're looking for those who can deliver a brilliant customer...

  • Contact Centre Tutor

    4 weeks ago

    Manchester, United Kingdom CV-Library Full time

    Trainee Development RoleWe are seeking an experienced Contact Centre Trainer to join our team as a Trainee Development Specialist, responsible for delivering accredited pre-employment qualifications in Contact Centre up to Levels 1 and 2 on a remote basis with occasional classroom-based delivery.This is an exciting opportunity for individuals who have...

  • Contact Centre Forecasting Manager

    1 week ago

    Manchester, United Kingdom CV-Library Full time

    Longreach Recruitment are hiring a contact centre experienced Forecasting & Reporting Manager Are you an experienced and talented contact centre Resource Planning professional with exceptional abilities and experience in modelling Capacity Plans, Demand Models, and Forecasts from the ground up within Excel and Erlang to determine customer contact...

  • Contact Centre Leadership Role

    4 days ago

    Manchester, United Kingdom Teleperformance Full time

    Contact Centre Leadership RoleWe are looking for a talented leader to join our team as a Contact Centre Leadership Role at Teleperformance. This role offers a competitive salary of £40,000 per year.In this position, you will be responsible for driving high levels of performance and employee engagement in your business area across a multifunctional back...

  • Contact Centre Advisor

    3 days ago

    Manchester, United Kingdom One Manchester Full time

    Contact Centre AdvisorSalary: £26,745 paLocation: Manchester - AgileFull time, Permanent35 hours per weekClosing Date: 4th Dec 2024Interview Date: TBCWe have a number of exciting positions available for Contact Centre Specialists within our Customer Resolution CentreWe're looking for those who can deliver a brilliant customer experience to all customers by...

  • Contact Centre Operations Supervisor

    2 weeks ago

    Manchester, United Kingdom Teleperformance Full time

    Assistant Contact Centre Manager Job DescriptionAs a key member of our operations team, the Assistant Contact Centre Manager will play a critical role in achieving business objectives and improving customer satisfaction. They will lead a team of supervisors, providing guidance, support, and resources to ensure optimal performance and efficiency. Key...

  • Contact Centre Manager

    3 days ago

    Manchester, United Kingdom CV-Library Full time

    VACANCY: CONTACT CENTRE TEAM MANAGER VEHICLE REPAIR BUSINESS MANCHESTER The Contact Centre Team Manager is an exciting opportunity for someone with call centre leadership experience to work closely with the Head of Motor Operations to take our clients business to the next level. The key purpose of the Team Manager is to lead the Repair team to delivery...