Contact Centre Team Leader

3 weeks ago

Ashford, United Kingdom RIFT Group Full time

Team Leader - Contact Centre

£27,000 - £30,000 basic salary per annum plus bonus

Independent and proud, the RIFT Group has been helping clients get the most from their money since 1999. From claiming tax refunds for individuals through to helping small business innovators claim R&D Tax Credits, we combine world-class expertise with inexhaustible passion.

Why RIFT?
- 23 days holiday plus bank holidays.
- warm and friendly working environment.
- passionate colleagues with great team spirit
- Employee Assistance Programme
- Medical Benefit
- Store Discounts

About the role

Our Customer Service team plays a key role in our business, they are accountable for ensuring our value proposition is applied to each and every new and existing customer account, in order to invoke customer loyalty, improve retention levels and increase customer referrals. In order to ensure this focus is maintained we are looking for an experienced Team Leader to join us and drive the performance of our people in the Contact Centre. We are looking for people focused individuals with previous people management experience and a bias for coaching and development.

You will be responsible for ensuring the team are motivated to respond to customer queries with the highest level of customer service standards and providing regular guidance and feedback when required. Our contact centre handles warm leads, referrals and repeat business - there is no cold calling at RIFT.

Our customers often need to get in touch with us outside of standard office hours, so you will need be available to work varying shifts, a mix of early, mid and late Monday to Friday, early starts at 8.00 and the late 12.30. Saturday 9-1pm on a 1 in 3 rota basis for which you will get lieu time.

The role is based in our Ashford office, however upon successful completion of probation there is the opportunity to work from home 1 day per week as part of our Hybrid approach to work.

About you
- Previous experience in a People Management capacity.
- Passionate about people, with the ability to inspire and motivate a team.
- Great listening and problem-solving skills and good at simplifying complicated things.
- Ready to step up, drive and deliver. You collaborate, communicate and are accountable. You consistently do what you say you’ll do.
- Proven experience of driving individual and team performance through coaching and regular 1-2-1’s.
- Excellent written and verbal communication skills.
- Thrives in an environment of change.
- Self-motivated individual with the ability to energise others. You encourage a caring and supportive environment. You believe we all share a responsibility to support our team members and enrich their lives.
- Well organised and able to manage multiple activities simultaneously.
- Ability to work to targets and tight deadlines.
- Strong accuracy and attention to detail.
- Embodies the RIFT values: Reliable, Integrity, Friendly and Tenacious.

A bit about our culture

Culture is a word used to describe people’s ‘way of life’, meaning the way groups do things. Every company has a culture, but here at RIFT we have something truly unique. Passion for delighting our customers runs deep in our veins, whether you work directly with our customers or provide an internal service to our colleagues. This unwavering passion is what drawsus together to provide a seamless and efficient journey for our customer.

In case you can’t already tell - we love our customers, and they stand at the centre of every business decision we make. Our intricate understanding of their pain points and desires has driven us over the past 15 years to sharpen our sector knowledge, resulting in the design of remarkable and trusted solutions that truly make an impact.

We laugh (a lot), speak the truth (and nothing but the truth) and push ourselves (and one another) to dominate the world of tax returns. We know that happy employees deliver, which in turn creates happy customers who return. For this very reason, we have developed an environment that enables our colleagues to be the best version of themselves.

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