Team Leader
4 weeks ago
Key Responsibilities:
Reporting to the Operations Manager, the role includes responsibility for the operational delivery of external and our clients targets.
Manage and lead the day-to-day performance of the team to deliver a best-in-class service, meeting or exceeding all KPIs and within budget.
Set the strategy for the development of the team, inspiring and leading them to success.
Analytical excellence with the ability to drive action from insight quickly and confidently.
Lead, inspire and co-ordinate your team at all levels to create motivated and engaged colleagues.
Be responsible for the end-to-end customer contact processes and customer experience, supporting cross company initiatives to improve productivity, performance, quality and compliance
Responsible for the engagement, attendance, employee retention and coaching strategy across the department.
Work closely with Recruitment, HR, and Training delivery teams taking responsibility for the ongoing development of the team.
Act as the Voice of the Customer, championing change and continuous improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.
Deliver cost efficiencies and increases in NPS Scores.
Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.
Salary & Bonus:
This role has a basic salary of £24- £26k (depending on experience) per annum.
We also offer a competitive bonus scheme based on your team achieving key KPI’s with an OTE of £30k
Working hours:
Weekend work may be offered as additional overtime.
What are we looking for?
Proven experience of leading a sale focused team with experience of managing an operation through periods of significant growth or change.
At least 2 years proven experience of inspiring, motivating and leading others in a contact centre sales or service environment.
Excellent communication and leadership skills to lead and motivate a growing and changing service operation.
Ability to demonstrate a professional attitude and approach, showing strong leadership, initiative, and clear communication, by example.
Proven experience in stakeholder management at all levels - internally and client facing.
A passion for high performance achieved through creating a supported and empowered ethos. Where thank you’s are easy and you celebrate success.
Our learning and growth comes from working better together as a supportive team, enhanced by our diverse backgrounds and perspectives. Our diversity helps deliver the best possible outcomes for our people, our clients, and our business. We are committed to diverse representation at all levels of our organisation
**Salary**: £24,000.00-£26,000.00 per year
Work Location: In person
**Salary**: £24,000.00-£26,000.00 per year
Schedule:
- Monday to Friday
Work Location: In person
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