Contact Centre Team Leader

7 months ago

Leeds, United Kingdom First Bus Full time

First Bus, National Contact Centre are looking for an experienced Team leader to manage, coach and develop a team of Customer Service Advisors, enabling them to provide all of our customers with an excellent experience. The Contact Centre Team Leader will enable a
culture of ‘first time resolution', with cross-functional working as required to support the delivery of business requirements.

**Welcome to First Bus**

Hello. First Bus is one of the country's largest bus operators - taking 1.6 million customers to their destinations every day. We're a forward-looking business at the forefront of bus technology, leading the way on contactless payments, mobile Apps and real time information. Our investment in state-of-the-art, new buses is just one part of our transition to a low-carbon future. It's an exciting time to be here.

**About the role**
- Enable a culture of ‘first time resolution' by empowering teams with the tools and knowledge to provide
excellent customer service over a variety of processes
- Ensure a high level of customer satisfaction at all times
- Ensure teams are supported and know what is expected of them
- Responsible for the performance and personal development of their team, ensuring the right behaviours
to drive delivery
- Stakeholder engagement with internal and external customers
- Support the management team to deliver against teaM/Functional objectives
- Overall accountability for driving team performance through effective leadership and coaching,
monitoring and control of KPIs and performance metrics. Encouraging knowledge and best practice
sharing.
- Recruit, induct, manage, and develop teams, managing people resource to deliver service requirements
and delivery against KPIs and compliance.
- Accountable for management of any HR employment related issues, in-line with company policies and
procedures, not limited to but including disciplinaries, grievances, absence and performance
management.
- Ensure levels of customer service and the quality of output meets required standards through regular
quality assurance monitoring.

**About you**
- Previous experience of working in a customer centric environment
- Previous experience of people management, performance management and personal development,
including the ability to coach and mentor teams to achieve required performance levels
- Experience of working to KPI targets and service level agreements
- Good understanding of relevant policies, processes and practices
- Internal and external stakeholder relationship management
- Strong problem solving skills
- Ability to analyse information and act for improvement
- Effective decision making
- Ability to prioritise, manage workflows, delegate and ensure conflicting deadlines are met
- Excellent communication and interpersonal skills
- Ability to adapt and support organisational change
- Confident in the use of technology with strong ITC skills

**Rewards & Benefits**
- First Xclusives discount scheme: You and your family & friends can benefit from over 3,000 offers on high street & leisure brands
- Free travel on our buses for you and your family
- £6 all-day train travel for you and your family
- Cycle to work scheme
- 25 days' holiday + bank holidays
- Pension scheme and chance to buy discounted First Group shares
- Enhanced maternity / paternity pay
- Flexible working

We put a big focus on physical and mental wellbeing at First Bus. We recognise that anyone can be affected by the stresses and strain of work, or life outside it. You'll find a range of health-promotion initiatives, and you will have 24/7 access to our confidential Employee Assistance Programme.

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