Call Centre Team Leader

3 weeks ago

Stockport, United Kingdom Takepayments Ltd Full time

**Customer Service Team Leader**

**About the role**:
You will lead a team of Customer Service Agents in a Technical Helpdesk setting. Providing support, coaching and motivation in order to deliver Takepayments customers a First-Class experience.

**Benefits of being our Customer Service Advisor**:

- Excellent Basic Salary of £25,000
- Competitive Commission structure
- Our offices are minutes away from all public transport links and on-site parking.
- In depth Training and Development with the opportunity to progress your career
- Incredible events and incentives including half yearly 5-star events, and the chance to go to Portugal.

40-hour week with shifts between Mon - Fri 8am - 7pm, Saturdays 9-5, Sundays 9-1

You will work 1 weekend a month.

**Requirements for our Customer Service Advisor**
- Minimum of 1 year in a Team Leader role in a high paced Customer Service environment is preferred.
- Proven ability to train, motivate and lead team of call centre Customer Service Advisors
- Experience with Technical Helpdesk is desirable.
- Passionate and committed to deliver a high level of Customer Service
- Ability to manage own time and the ability to adapt quickly to processes.
- Must have a positive can-do attitude, be punctual and reliable.
- Ability and commitment to deliver a high level of customer service.
- Resilience and ability to adapt quickly.
- Ability to manage your own time.
- Ability to manage multiple workstreams.
- Ability to remain calm and professional in a pressurised call centre environment.

**Responsibilities of our Customer Service Advisor**
- Leading by example with a positive - can do attitude.
- Motivate your team to ensure all KPI’s are achieved each month.
- Daily monitoring of agent / team performance against core KPI’s to ensure a pro active approach is taken if improvement is needed.
- Live listening / call coaching to all team members to ensure the quality of conversations with our customers is world class.
- Support new starters into the nosiness to ensure they have the correct technical knowledge and any gaps in training are identified and resolved quickly.
- Understand your team’s customer call back drivers and ways to improve these to reduce repeat calls and customer churn.
- Running reports and sharing daily, weekly and monthly performance data.
- Send daily updates to your team against core KPI’s and platinum targets.
- Completing quality assurance checks and ensure feedback and coaching is given to improve agent performance.
- Resolve live customer complaints / escalations to ensure issues are resolved as quickly as possible.
- Sharing ideas and implementing process improvements to increase the average lifetime value of our customers.

**About Us**

Takepayments offer a market-leading range of solutions, including **card terminals**, **online payments**and **POS systems**. We focus on quality, value and high levels of customer service, to ensure that all of our merchants have the right product, at the right price, and importantly, the right level of post-sales support they need.

INDAJ

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

**Salary**: £25,000.00 per year

**Benefits**:

- Company events
- Company pension
- On-site parking

Schedule:

- 8 hour shift

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

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

**Experience**:

- Call Centre Team Leader: 1 year (required)
- Customer Service Team Leader: 1 year (required)

Work Location: One location

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