Contact Centre Team Leader

2 months ago

Bristol, Bristol, United Kingdom Serco Full time

Lead a High-Performing Contact Centre Team in a Rewarding Role

Serco is seeking a dedicated and experienced Contact Centre Team Leader to join our dynamic team in Bristol. In this role, you will play a vital part in delivering exceptional customer service while managing a team of Contact Centre Advisors.

Key Responsibilities:
  • Provide guidance, support, and mentorship to your team of Contact Centre Advisors, fostering a positive and productive work environment.
  • Oversee daily operations, ensuring efficient call handling, adherence to service level agreements, and achievement of key performance indicators (KPIs).
  • Monitor call volumes and resource allocation, optimizing scheduling to meet customer demand and operational targets.
  • Analyze performance data and generate reports to identify trends, areas for improvement, and opportunities for growth.
  • Cultivate strong relationships with customers, resolving inquiries promptly and professionally while ensuring their satisfaction.
  • Collaborate with other departments to streamline processes, enhance customer experience, and achieve organizational goals.
What We Look For:

We are seeking a highly motivated and results-oriented individual with proven leadership skills and a passion for delivering exceptional customer service. The ideal candidate will possess:

  • Extensive experience in a contact centre environment, preferably within the healthcare or benefits sector.
  • A strong track record of managing and motivating teams to achieve outstanding results.
  • Excellent communication, interpersonal, and problem-solving skills.
  • Proficiency in data analysis and reporting tools.
  • The ability to work effectively under pressure and adapt to changing priorities.
What We Offer:

Serco is committed to providing a rewarding and supportive work environment. We offer competitive compensation and benefits, including:

  • A comprehensive pension scheme.
  • On-site parking or convenient access to public transportation.
  • A range of health and wellbeing programs.
  • Employee discounts on a variety of products and services.
  • Opportunities for professional development and career advancement.

  • Contact Centre Team Leader

    1 week ago

    Bristol, Bristol, United Kingdom RAC Full time

    Are you a skilled leader who can drive a team to consistently meet and surpass targets? We're looking for a talented Renewals and Retention Outbound Team Manager to join our team at our iconic Bradley Stoke office.You'll lead a dynamic group of specialists handling Outbound communications, ensuring our 2 million members have a seamless and positive...

  • Contact Centre Sales Team Lead

    5 days ago

    Bristol, Bristol, United Kingdom CCA Recruitment Group Full time

    Contact Centre Sales Team Manager Job DescriptionAs a Contact Centre Sales Team Manager at CCA Recruitment Group, you will be responsible for leading a team of sales advisors focused on outbound communications. Your primary goal will be to ensure your team meets its commercial objectives by implementing standards and best practices. You will also develop and...

  • Contact Centre Team Leader

    1 month ago

    Bristol, Bristol, United Kingdom Serco Full time

    Contact Centre Team Leader OpportunityWe are seeking an experienced Contact Centre Team Leader to join our team at our brand-new office in Bristol. As a Contact Centre Team Leader, you will be responsible for leading a team of Contact Centre Advisors, providing support to the team and customers as needed.Key ResponsibilitiesManage performance, absences,...

  • Contact Centre Team Leader

    1 month ago

    Bristol, Bristol, United Kingdom Serco Full time

    Contact Centre Team Leader OpportunityWe are seeking an experienced Contact Centre Team Leader to join our team at our brand-new office in Bristol. As a Contact Centre Team Leader, you will be responsible for leading a team of Contact Centre Advisors, providing support to the team and customers as needed.Key ResponsibilitiesManage performance, absences,...

  • Contact Centre Team Leader

    1 month ago

    Bristol, Bristol, United Kingdom Serco Full time

    Contact Centre Team Leader - Health Assessment Advisory ServicesAre you a seasoned leader with a passion for delivering exceptional customer service? Do you have a proven track record of managing high-performing teams and driving business results? We're seeking a Contact Centre Team Leader to join our team at Serco, where you'll play a critical role in...

  • Contact Centre Team Leader

    1 month ago

    Bristol, Bristol, United Kingdom Serco Full time

    Contact Centre Team Leader - Health Assessment Advisory ServicesAre you a seasoned leader with a passion for delivering exceptional customer service? Do you have a proven track record of managing high-performing teams and driving business results? We're seeking a Contact Centre Team Leader to join our team at Serco, where you'll play a critical role in...

  • Contact Centre Team Leader

    6 hours ago

    Bristol, Bristol, United Kingdom Serco Full time

    Contact Centre Team Leader - Health Assessment Advisory ServicesKey Responsibilities:Lead a team of contact centre advisors in a fast-paced environment, ensuring excellent customer service and high-quality performance.Manage performance, employee engagement, and development, as well as disciplinary and grievance matters.Optimise resource allocation,...

  • Contact Centre Team Leader

    3 weeks ago

    Bristol, Bristol, United Kingdom Serco Full time

    Contact Centre Team LeaderAre you a customer service expert with leadership skills? Do you have experience managing teams and delivering excellent customer service by phone? We're looking for a Contact Centre Team Leader to join our team at Serco, a company passionate about delivering health assessments that help determine eligibility for benefits on behalf...

  • Contact Centre Team Leader

    3 weeks ago

    Bristol, Bristol, United Kingdom Serco Full time

    Contact Centre Team LeaderAre you a customer service expert with leadership skills? Do you have experience managing teams and delivering excellent customer service by phone? We're looking for a Contact Centre Team Leader to join our team at Serco, a company passionate about delivering health assessments that help determine eligibility for benefits on behalf...

  • Contact Centre Team Leader

    4 weeks ago

    Bristol, Bristol, United Kingdom Serco Full time

    Contact Centre Team Leader OpportunityWe are seeking an experienced Contact Centre Team Leader to join our team at Serco, delivering health assessments for the Department for Work and Pensions (DWP). As a key member of our team, you will lead a team of Contact Centre Advisors, providing support to the team and customers as needed.Key ResponsibilitiesManage...

  • Contact Centre Team Leader

    3 weeks ago

    Bristol, Bristol, United Kingdom Serco Full time

    Contact Centre Team Leader OpportunityWe are seeking an experienced Contact Centre Team Leader to join our team at Serco, delivering health assessments for the Department for Work and Pensions (DWP). As a key member of our team, you will lead a team of Contact Centre Advisors, providing support to the team and customers as needed.Key ResponsibilitiesManage...

  • Contact Centre Team Leader

    4 days ago

    Bristol, Bristol, United Kingdom Serco Full time

    Contact Centre Team Leader Role OverviewAt Serco, we're seeking a skilled Contact Centre Team Leader to join our Health Assessment Advisory Services team in Bristol. As a key member of our team, you'll be responsible for leading a team of Contact Centre Advisors, providing support to the team and customers as needed.Key ResponsibilitiesManage performance,...

  • Contact Centre Team Leader

    1 month ago

    Bristol, Bristol, United Kingdom Serco Full time

    Contact Centre Team Leader OpportunityWe are seeking an experienced Contact Centre Team Leader to join our team at Serco, delivering health assessments for the Department for Work and Pensions (DWP). As a key member of our team, you will lead a team of Contact Centre Advisors, providing support to the team and customers as needed.Key ResponsibilitiesManage...

  • Contact Centre Team Leader

    1 month ago

    Bristol, Bristol, United Kingdom Serco Full time

    Contact Centre Team Leader OpportunityWe are seeking an experienced Contact Centre Team Leader to join our team at Serco, delivering health assessments for the Department for Work and Pensions (DWP). As a key member of our team, you will lead a team of Contact Centre Advisors, providing support to the team and customers as needed.Key ResponsibilitiesManage...

  • Contact Centre Team Leader

    2 weeks ago

    Bristol, Bristol, United Kingdom Serco Full time

    Contact Centre Team Leader OpportunityAre you a seasoned customer service professional with a passion for leadership? Do you have experience managing teams and driving results in a fast-paced contact centre environment?We're seeking a Contact Centre Team Leader to join our team at Serco, a leading provider of health assessments for the Department for Work...

  • Contact Centre Team Leader

    2 months ago

    Bristol, Bristol, United Kingdom Serco Full time

    Contact Centre Team Leader OpportunityAbout the RoleWe are seeking a highly skilled and experienced Contact Centre Team Leader to join our team at Serco. As a Team Lead, you will be responsible for leading a team of Contact Centre Advisors, providing support to the team and customers as needed.Key ResponsibilitiesManage performance, absences, career...

  • Contact Centre Team Leader

    2 months ago

    Bristol, Bristol, United Kingdom Serco Full time

    Contact Centre Team Leader OpportunityAbout the RoleWe are seeking a highly skilled and experienced Contact Centre Team Leader to join our team at Serco. As a Team Lead, you will be responsible for leading a team of Contact Centre Advisors, providing support to the team and customers as needed.Key ResponsibilitiesManage performance, absences, career...

  • Contact Centre Team Leader

    1 month ago

    Bristol, Bristol, United Kingdom Serco Full time

    Contact Centre Team Leader OpportunityWe are seeking an experienced Contact Centre Team Leader to join our team at Serco, delivering health assessments for the Department for Work and Pensions (DWP). As a key member of our team, you will lead a group of Contact Centre Advisors, providing support and guidance to ensure exceptional customer service.Key...

  • Contact Centre Team Leader

    1 month ago

    Bristol, Bristol, United Kingdom Serco Full time

    Contact Centre Team Leader OpportunityWe are seeking an experienced Contact Centre Team Leader to join our team at Serco, delivering health assessments for the Department for Work and Pensions (DWP). As a key member of our team, you will lead a group of Contact Centre Advisors, providing support and guidance to ensure exceptional customer service.Key...

  • Contact Centre Team Leader

    2 months ago

    Bristol, Bristol, United Kingdom Serco Full time

    Job SummaryWe are seeking a highly skilled and experienced Contact Centre Team Leader to join our team at Serco. As a Team Lead for Customer Service Excellence, you will be responsible for leading a team of Contact Centre Advisors and providing support to the team and customers as needed.Key ResponsibilitiesManage performance, absences, career development,...