Contact Centre Team Leader
7 months ago
**Job description**
Patient Claim Line is a fast-growing call centre in the heart of Didsbury. We have a fantastic opportunity for a Team Leader to join our Didsbury team. Our passion is supporting our clients when they are seeking justice after experiencing medical negligence.
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 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 supervising, managing 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, performance improvement plans at least once per month
- 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, Monday - Sunday.
**What Patient claim line offers**:
**Convenient Location**: Situated in the heart of Didsbury, our office boasts excellent transportation links, making your daily commute a breeze.
**Professional Growth**: At patient claim line, we are committed to your development. We provide comprehensive training to equip you with all the knowledge and skills you need, along with regular upskilling sessions to help you reach your full potential in the industry.
**Engaging Social Events**: We believe in fostering a vibrant and inclusive workplace culture, in which these events provide an opportunity to connect and build lasting relationships with your colleagues.
**Salary**: £28,000.00 per year
**Benefits**:
- Casual dress
- Company events
- Company pension
- Gym membership
- Referral programme
- Transport links
Schedule:
- 8 hour shift
- Monday to Friday
- Weekend availability
Supplemental pay types:
- Bonus scheme
- Performance bonus
**Experience**:
- Leadership: 1 year (preferred)
Work Location: In person
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