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 user 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 user effort
• Develop and implement quality-focused frontline service standards across all A2Dominion tenures
• Collaborate with other business areas to drive service improvement and promote customer experience across the wider organisation

What We're Looking For

• Proven experience in a customer service or contact centre environment
• Strong leadership and coaching skills
• Ability to analyse data and identify areas for improvement
• Excellent communication and interpersonal skills

We are committed to creating a diverse and inclusive workplace. We welcome applications from people of all backgrounds and are proud to be a Disability Confident Employer. If you require a reasonable adjustment during the recruitment process, please contact our Talent Team to request.

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