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Contact Centre Team Leader

4 months ago

Braintree, United Kingdom CARECO UK LTD Full time

Here at CareCo, we’re all about making life easier for people. It gets us out of bed in the morning, and it sends us home at the end of the day knowing we’ve done our bit to help somebody with their day-to-day struggles.

As a retailer of mobility products, it is our goal to offer the greatest customer service and product support that a company can offer to our customers.

Our Product Support Department are here to directly communicate with customers of ours that are having issues with or have queries about a product they have purchased from CareCo.

They’re responsible for talking our customers through the process of repair, providing excellent customer service, and ensuring that their needs are met at all times of their query.

We are seeking an individual with a wealth of experience within customer service, to join our Product Support Department as a Team Leader.

**What are my responsibilities?**
- To support the Product Support Manager and deputise in their absence
- Responsible for the delivery of exceptional customer service provided by the Advisor’s within the team
- To achieve positive results by resolving issues within the first call and provide a positive experience to our customers
- Set KPI’s and objectives for reducing lead times within the department
- Set rota’s to achieve maximum coverage and thereby ensure all calls are answered in a timely manner
- Use best practices to assist the team with making the correct decisions
- Maintain a positive, proactive environment for the team to work within
- Assist the team with manager call-backs where required

**What skills are required?**
- Previous experience within a Team Leader role is ideal but not essential
- Excellent communication skills
- Ability to build rapport with both members of staff and CareCo’s customers
- Proven experience in the safe and accurate handling and managing of data ensuring GDPR compliance

**What do CareCo offer you?**
- £27,000 basic salary with on-target earnings increasing this to £32,000
- 40-hours a week, Monday to Friday
- 30-days annual leave, with extra holiday rewarded to long standing employees
- Exclusive benefits package
- Excellent staff facilities
- Employee assistance programme - 24-hour confidential helpline to support through any life issues (financial, legal, family, housing, alcohol, etc.)
- Free fruit every Wednesday and free breakfast every payday
- Free on-site parking
- 25% staff discount
- And more

**Job Types**: Full-time, Permanent

**Salary**: £27,000.00-£32,000.00 per year

**Benefits**:

- Company events
- Employee discount
- On-site parking
- Referral programme
- Store discount
- Wellness programme

Schedule:

- Monday to Friday

Supplemental pay types:

- Performance bonus

Ability to commute/relocate:

- Braintree: reliably commute or plan to relocate before starting work (required)

Work Location: One location

Reference ID: Contact Centre Team Leader - Braintree