Call Centre Team Leader

2 weeks ago

London, United Kingdom activeNewham Full time

**Call Centre Team Leader**

Overview / Purpose of Role

To manage, lead and motivate call centre operation and team in order to achieve agreed targets/ results.

**Job Context**

The post holder reports to the Customer Services Manager
- The post holder has line management responsibility for a team of Customer Service Operatives
- The post holder may be required to work evenings, weekends and public holidays as part of a rota system in order to meet service requirements and in order to ensure appropriate representation.
- The post holder will not require to wear a uniform but smart/casual business attire (excluding jeans and trainers) whilst at work and ensure that all staff adhere to this dress code.

**Key Tasks and Accountabilities**:
Key tasks and accountabilities are intended to be a guide to the range and level of work expected of the post holder. This is not an exhaustive list of all tasks that may fall to the post holder and employees will be expected to carry out such other reasonable duties which may be required from time to time.

To undertake all responsibilities listed below:

- Lead and motivate the Customer Service Operation and team in order to exceed targeted results in terms of customer experience, retention and other agreed Key Performance Indicators (KPI)
- On-going learning and development initiatives/ training for all Call Centre staff Strive to achieve overall customer experience targets.
- Coordinate all aspects of membership administration.
- Organize cover for staff sickness and absents of team.
- Produce reports and analysis to continuously improve call centre experience and results.
- Produce team rotas to ensure call centre is manned effectively during core hours.
- Any other duties related the operation of the call centre.
- Receive texts or calls when the manager is off and you are shift leader.

**EQUALITY AND DIVERSITY**

We are committed to and champion equality and diversity in all aspects of employment.

**PROTECTING OUR STAFF AND SERVICES**

Adherence to Health and Safety requirements and proper risk management is required from all employees in so far as is relevant to their role. All employees are expected to understand and promote good Health and Safety practices and manage risks appropriately.

Personal Specification

**Knowledge**

A clear understanding of call centre operations including customer service, membership administration and customer retention programmes.

**Experience**

Demonstrable experience of leading a call centre team

**Skills and Abilities**

Exceptional customer service leader with the ability to positively influence the customer experience.

Solid organisational and analytical skills

**Competencies**

A natural leader with the ability to lead a team and individual performance within relevant people policies.

A team player willing to do whatever it takes within agreed parameters to ensure the success of the team and the organisation.

A community spirit with understanding of the role of the organisation within its community.

A client focusses to ensure that drive of team is directly linked to agreed organisational objectives.

**OTHER SPECIAL REQUIREMENTS**:
Willingness and ability to work evenings, weekends, and bank holidays as part of rota system to maintain service delivery.

This post is exempt from The Rehabilitation of Offenders Act (1974).

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

**Salary**: £26,000.00 per year

**Benefits**:

- Company pension
- Gym membership
- On-site gym
- On-site parking
- Sick pay

Schedule:

- 8 hour shift
- Day shift

Work Location: One location

Application deadline: 09/04/2023

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