Customer Service Team Leader

5 days ago

Essex, United Kingdom Ventrica Full time

We are looking for an ambitious **Team Leader** to join our new client, who are a well-known marketplace for electric vehicles. **Try Wyre** are helping to make a positive environmental impact and we want a Team Leader who is passionate and enthusiastic about the same.

You will be ensuring your team feel supported and engaged on each shift, you will need to build trust and loyalty to ensure a happy team, which means happy customers. You will keep your team motivated and ensure targets are being hit whilst trying to drive sales and revenue for our client. You will, on average, manage in the region of 15 sales executives.

Responsible for the daily running and management of the outbound teams through the effective use of resources.

Our goal is to ensure, as a team, we meet, deliver and where possible, exceed our client’s expectations and Service Level Agreements (SLAs).

**What do we do at Ventrica?**

Ventrica is a dynamic, fast-growth customer management business that provides outsourced customer service for an array of blue-chip brands. We are an innovative business with a growing reputation here in the UK for technical innovation and digital transformation. In 2020 Ventrica picked up two awards at the prestigious European Contact Centre & Customer Service Awards. Gold for Best Outsourcing Partnership (Large) and silver for European Outsourced Contact Centre of the Year. In 2017 we won gold for Best Contact Centre Outsourcer in Europe at the same awards, and in 2018 we came 63rd in the Sunday Times Fast Track 100.

**What will I do in the role?**
- Overall ownership of a team of 13 Business Sales Executives;
- Ensuring coaching, mentoring, training and development targets are met, including 121’s and any training needs;
- Ensuring that team service levels are met or exceeded through effective execution of performance management to include SMART target setting, coaching, mentoring, training, personal development, personal improvement plans and disciplinary action plans;
- Design and deliver motivational incentives on a daily, weekly or monthly basis;
- Provide inspiration to the team through effective leadership, motivation, encouragement, empowerment and pro-activity to achieve targets inclusive of client and internal targets such as absenteeism and attrition;
- Ensure effective and consistent communication throughout the team for all briefing items;
- Regularly spot check knowledge with tests holding team meetings for team feedback;
- Work with HR in managing performance or disciplinary meetings and work closely with the Recruitment Manager giving feedback and analysis on new advisor intakes to have input into continuously improving successful advisor profiling;
- To consistently deliver optimum levels of quality and service at all times and actively create trust with the customer demonstrating an open and honest approach. Be mindful of your tone and adapt to suit customers’ needs;
- To use initiative and raise any operational, technical or sensitive concerns as soon as they are identified to ensure rapid resolution by in-house departments;
- Understand how your role fits into the client’s structure as well as the wider organisation;
- Ensure all written and verbal communication will be reflective of the clients brand and values with the tone being friendly, supportive and acknowledging all the customers concerns whilst respectfully offering a solution or seeking further clarification;
- Responsible for coordinating the delivery of on-going services to the customer;
- Efficient incident management and problem resolution through various support organisations;
- Build a personal relationship with clients, internal services and relevant client service providers and proactively provide status updates;
- Building and delivering service reporting and produce performance monitoring reports based on SLAs;
- Accountability for all operational issues and ensuring each is clearly managed and documented through to successful conclusion.

**What do I need?**

Essential:

- Experience of working in a B2B sales environment
- Experience of managing, coaching and leading teams
- Experience of developing your team and leading on KPIs

Desirable:

- Experience of working in a contact centre environment
- An understanding of the Electric Vehicle industry

**What will I be paid?**

We are offering a competitive salary range between £26,000 to £28,000 per annum (DOE).

**Why work for us?**

Alongside having the opportunity to work with a fantastic, supportive team and great progression opportunities, you will have access to the following benefits;
- Standard annual holiday entitlement for full time staff is 28 days (including bank holidays). You will also receive an extra days holiday on the anniversary of your start date for the first 2 years, increasing your entitlement to 30 days (including bank holidays)
- Pension
- Employee Assistance Programme
- Training provided
- Reimbursement on eye tests
- Modern office s

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