Contact Centre Team Lead

3 weeks ago

London, Greater London, United Kingdom A2Dominion Group Full time

Contact Centre Team Lead

A2Dominion Group is a leading housing provider operating across Southern England. We are committed to creating vibrant, sustainable communities that enhance the lives of our residents. As a Contact Centre Team Lead, you will play a key role in delivering exceptional customer service and driving business outcomes.

About the Role

As a Contact Centre Team Lead, you will be responsible for leading a team of customer service representatives, providing coaching and guidance to ensure they meet performance targets. You will also be responsible for analysing data to identify areas for improvement and implementing solutions to drive customer satisfaction and reduce customer effort.

Key Responsibilities

• Lead a team of customer service representatives, providing coaching and guidance to ensure they meet performance targets
• Analyse data to identify areas for improvement and implement solutions to drive customer satisfaction and reduce customer effort
• Develop and implement quality improvement initiatives to enhance customer experience
• Collaborate with other business areas to drive business outcomes and improve customer service

Requirements

• Proven experience in a customer service leadership role
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Ability to work collaboratively with other business areas to drive business outcomes

A2Dominion Group

A2Dominion Group is a Disability Confident Employer, committed to employing disabled people and providing a fully inclusive and accessible recruitment process. We welcome applications from people of all backgrounds and are proud to be a family-friendly employer.

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