Contact Centre Team Leader

4 weeks ago

Didsbury Greater Manchester, United Kingdom Blume Group Full time

If you're a lively, engaged, and growth-minded individual with management experience and looking for a new opportunity then look no further... Blume is one of the UK’s leading claims management specialists, supporting the legal sector in what we do and making a genuine impact on people’s lives. With our main focus being personal injury and medical negligence claims, we aim to make a difference in each of our customers lives by assisting them with claiming back compensation for hardship they have faced, and giving them a light at the end of the tunnel. We have a fantastic opportunity for a Team Leader to join our team based in Didsbury, under our Patient Claim Line brand. You will be supporting your team give the best customer service possible to our clients, that will be seeking a helping hand with their medical negligence claim. Our colleagues are passionate, empathic and strive to be best in class, providing excellent standards of client experience. They need a lively, engaged and growth minded Team Leader to support their team’s development through coaching, leadership, and guidance. As we grow, there are lot of opportunities for further career development, and we believe in investing in our people at the foundations to grow them into future leadership roles or even provide the opportunities to transition into a law firm. What you’ll do:

  • You will be responsible for leading and motivating agents on a daily basis
  • Monitoring agent performance against KPI’s/ SLA’s and ensure targets are met
  • Providing clear goals, identifying training needs and providing effective coaching and support to agents
  • You will be proactive in identifying and resolving issues and have the ability to effectively collaborate, ensuring a smooth operation within the contact centre
  • Completing audit reviews for agents to ensure compliance measures for the business are being met
  • Effectively communicate performance versus expectation by way of 121’s, audit feedback, probation reviews and performance improvement plans
  • Demonstrate a passion for on-the-job coaching
  • Engage with everyone to succeed together, create an inclusive culture where everyone feels respected, valued, and able to speak their mind
  • Embrace change - you'll help to lead change in the Company, working closely with your team to land new ways of working, and encouraging them to provide open and honest feedback on change activities
Essential Skills and Experience:
  • Experience leading, motivating, training and coaching a team
  • Proven ability to drive team performance to achieve targets
  • Exceptional customer service skills, specifically when handling dissatisfied customers.
  • The ability to interact with colleagues and staff in a professional and courteous manner and performance manage accordingly.
You will be working 37.5 hours per week between the hours 8-8 weekdays with approximately 1 in 4 Saturdays and Sundays. Benefits What’s in it for you?
  • A competitive basic salary
  • Weekly accrued bonus
  • Perkbox enhanced membership – deals and discounts from over 1,000 household brands
  • Lovely social environment – including quarterly paid company socials and free beer/wine for an after-work tipple.
  • Excellent transport links (Bus and Metrolink)
  • Free fruit, snacks, and soft drinks
  • Employee assistant program and access to GP
  • Paws-istive atmosphere – we are a dog friendly office, creating a relaxed and stress reducing environment
At Blume, we strive to create an inclusive environment where being human, being inquisitive, and being brave are not just ideals, but integral parts of our collective identity. We believe in fostering a culture where each individual feels valued, respected, and empowered to be their genuine self. We embrace diversity in all its forms, understanding that everyone brings unique perspectives and experiences to the table. We encourage a culture of curiosity and exploration, where being inquisitive is not just encouraged but celebrated. Moreover, we recognize the importance of courage and bravery in pushing boundaries, challenging the status quo, and driving meaningful change

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