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Contact Centre Team Leader

3 months ago

London, United Kingdom KLEIN HAMILTON EXECUTIVE SEARCH LTD Full time

Contact Centre Team Leader, Customer Service, Customer Services Manager, Customer Support Manager, Fixed Term Contract, London
**Contact Centre Team Leader**
A Contact Centre Team Leader is required by Pogust Goodhead, a unique partnership between British and American lawyers, with particular expertise in group litigation and is currently managing some of the largest claims in English legal history, including claimsagainst various vehicle manufacturers arising from the diesel emissions scandal. The firm is also at the cutting-edge of group consumer claims, representing thousands of affected clients throughout Europe and across the globe.
They are formerly known as SPG Law, has grown globally, expanding out of its London offices into Europe and the United States. **Why is this role crucial for them?**:

- You'll be responsible for meeting customer service targets as well as planning areas of improvement or development. You'll coordinate and motivate contact centre staff.
- The Contact Centre Team Lead will liaise with clients for which they provide the first response.

**Role responsibilities and core competencies**
Your duties will look like the following:

- set/meet performance targets for speed, efficiency, sales, and quality
- ensure all relevant communications and data are updated and recorded
- liaise with management to gather information and resolve issues
- maintain up-to-date knowledge of industry developments
- monitor random calls to improve quality, minimise errors and track team performance
- review the performance of staff, identify training needs and plan training sessions
- record statistics, user rates and the performance levels of the centre
- prepare reports on these statistics, rates and performance levels
- handle the most complex client complaints or enquiries
- organise shift patterns and the number of staff required to meet demand
- coach, motivate and retain staff
- coordinate bonus, reward and incentive schemes

**What you’ll bring to them**
**Essential**:

- excellent communication skills, both written and verbal
- strong interpersonal skills to be able to deal with people at all levels
- analytical skills to interpret data and trends
- numerical skills to understand financial and budget management
- a strong customer focus and excellent telephone manner
- proven leadership skills and the ability to motivate and develop staff
- the ability to work well in teams
- the ability to work under pressure, manage your time effectively and work on your own initiative
- a desire to help others work towards targets and develop their skills
- confidence and good business sense
- the ability to set, meet and exceed targets
- a focused and self-motivated approach to work
- a flexible attitude and the ability to manage change

**Vacancy Information**:

- Location: London
- Salary range: Competitive Salary
- Job type: Fixed Term Contract
- Job Section: Legal
- Working Hours: Full Time
- Reference: MI1022
- Contact: Mamoona Ibrahim

Contact Centre Team Leader, Customer Service, Customer Services Manager, Customer Support Manager, Fixed Term Contract, London