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Contact Centre Team Leader

2 months ago

Droitwich, United Kingdom Kingswood Mobility Group Full time

**About us**

Willowbrook Mobility, a part of the Kingswood Mobility Group, provide innovative mobility solutions that really do make a difference to people’s lives. The quality of our products and the high level of customer service provided make the Company a leader in its field.

We are fast-paced, rewarding, engaging and care deeply for our customers and colleagues.

Our work environment includes:

- Modern office setting
- Growth opportunities
- Regular social events
- Wellness programmes
- Lively atmosphere

**Willowbrook is a well-established Company, providing innovative mobility solutions that really do make a difference to people’s lives. The quality of our products and the high level of customer service provided make the Company a leader in its field.**

**Contact Centre Team Leader - Droitwich**

We currently have exciting opportunity for a Contact Centre Team Leader to join our growing team and help drive the Company forward.

The role involves assisting the Contact Centre Manager in regards to the day-to-day duties of running a successful contact centre. Ensuring all relevant coaching and support is given, ensuring the departmental procedures are adhered to in with regards to booking and reviewing appointments via telephone enquiries with customers and Product Specialist. This is an excellent opportunity for the right person to make a positive impact to the business.

**Principal Accountabilities / Responsibilities**
- Motivate staff to achieve team targets/ organise monthly incentives
- Assist with the effective provision of outstanding customer service
- Manage processes relating to HR
- Maintaining regular training and development plans for your team
- Review all telephone data and take the relevant actions required with telemarketers
- Conduct weekly and monthly call compliance following a crib sheet
- Assist with/deliver workshops/team meetings
- Review training material and amend when required process policies.
- Where necessary answer incoming calls for any other product lines and convert this call to an appointment, which meets the Company criteria.
- Ensure all company processes and policies are followed by the contact centre executive teams.

Any other duties as deemed necessary

Office opening hours are 9.00am to 19.00pm Monday to Friday, and weekend opening hours are Saturday 09.30am to 16.30pm and Sunday’s 09.30am to 14.00pm.

Full Time Hours : 09:00 - 17:00 / 11:00 - 19:00 (Weekly Rotating) plus 2 weekend days per month.

Salary : £26000 plus bonus

28 days Holiday per year. Additional days awarded on length of service.

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

**Salary**: From £26,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Free parking
- On-site parking
- Referral programme
- Wellness programme
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday
- Weekend availability

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

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

**Experience**:

- Call Centre: 1 year (preferred)
- Team Leader: 1 year (required)

Work Location: In person