Contact Centre Team Leader

7 months ago

Huddersfield, United Kingdom TLF Research Full time

**About us**

TLF Research is a leading Customer Experience Research Agency based in Huddersfield. We work in the market research industry with many large UK organisations in financial services, social housing and, construction conducting customer research interviews over the phone.

We currently have an opportunity for the right person to join our Management Team within the Contact Centre. We only make outbound calls and there is absolutely no cold calling and no selling. We are a reputable market research agency following the Market Research Society Code of Conduct. Team leaders support the interviewing team to ensure we conduct high quality research interviews for consumer and business to business clients.

We are looking for a Team Leader who is approachable, confident and has a desire to make a difference. There will be an opportunity to develop your career and increase pay.

**About you**

You must enjoy working in a call centre environment as well as having the discipline to work remotely and be confident with windows software. You should be practical with good problem-solving and decision-making abilities and, have good attention to detail. Being a people person is a huge advantage in this role. Previous experience on the phone is essential. This is a great opportunity for anyone who is looking to progress their career with management experience.

**The role**

**Job Purpose**:
Reporting into the Field Manager, the Team Leader will be responsible for supporting the Field Management Team and upon successful completion of probation will be a key holder, responsible for opening and closing the Telephone Unit on the shift when they are in the office.

This is a hybrid role where you will be required to work 3 shifts in our office at Taylor Hill, Huddersfield, the rest of the time will be based working from home.

The working hours are based on 35 hours per week, 7-hour shifts between 9am and 8.30pm, and you will be on a rota with two other Team Leaders. We offer flexibility with working hours. There may also be the need to work the occasional Saturday 9am - 1pm, depending on the needs of the business. Saturday shifts are shared among the team and will be paid overtime for the 4 hours.

**Relating to the research**
- Attend project briefings when required to understand the nature of the research.
- Good understanding of CATI computer system (both interviewer & management role). Full training on our system will be provided.
- Have a good understanding of each project that we are running.
- Monitoring interviewers
- Pilot any new project that comes into Field when required.
- Work on the phones when the needs of the business require.

**Relating to the interviewers**
- Assist Field Managers with: Coaching/monitoring/training/developing all interviewers, including new starters.
- Carrying out monitoring forms and feeding back monitoring’s and reviews to interviewers.
- Suggest ideas for motivating colleagues and help with the implementation of them.
- Create a team atmosphere between interviewers.
- To ensure the Field Managers are aware of any quality/training issues.
- Work with interviewers to achieve the deadlines and priorities of internal customers.

**Relating to the business**
- Assist the Field Manager with recruitment and induction of new work colleagues.
- Be available to cover additional shifts if required.
- Meet any personal development objectives agreed at 1-2-1’s with the Field Manager

**Essential requirements**:
**- Be able to plan, prioritise and manage your workloads, and be motivated to work under your own initiative.**

**- Good communication skills**

**- Well organised with a good attention to detail**

**- Work as a team member and take pride in supporting the team to deliver high quality work both internally and externally.**

**Opportunities for career progression**

**As well as manging people and the workload on the shift there are also more opportunities to be involved with HR, IT systems, quality control, research or interviewing including executive business to business depth interviews.**
- **Pay and benefits.**
- Salary is £12.34 per hour increasing to £13.27 (£24,151.40 per year) after successful completion of probationary period (3 months).
- We offer 28 days holiday entitlement. All staff receive an additional 15 days unpaid holiday allowance that can be used in addition to any paid holiday entitlement.
- Our staff are enrolled in the non-contributory Westfield Health Care scheme and can claim back contributions towards opticians', dentists' and consultants' fees.
- There are also bonus schemes in place, to ensure that everyone shares in the company's success. Each department also has a budget to spend in recognising and rewarding the success of team members or on team social events.

**Salary**: From £12.34 per hour

Expected hours: 35 per week

**Benefits**:

- Additional leave
- Company events
- Work from home

Work Location: Hybrid remote in Huddersfield

Appl

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