Contact Centre Team Leader

1 week ago

Islip, United Kingdom National Accident Helpline Full time
Job Title: Helpline Team Leader

At National Accident Helpline, we are seeking an experienced and inspirational Helpline Team Leader to join our Customer Operations team. As a key member of our leadership team, you will be responsible for leading a team of Helpline Advisors and ensuring the effective and efficient running of the Helpline Centre.

Key Responsibilities:
  • Lead a team of Helpline Advisors and provide guidance, instruction, and direction to achieve departmental targets.
  • Role-model the Company's values and behaviours, motivating and developing your team to deliver excellent front-line support to customers.
  • Provide coaching and feedback to team members to improve performance and quality of service.
  • Collaborate with other teams to ensure seamless communication and effective problem-solving.
  • Monitor and report on team performance, identifying areas for improvement and implementing changes to drive results.
Requirements:
  • Proven experience in a leadership role, preferably in a contact centre or customer service environment.
  • Strong communication and interpersonal skills, with the ability to motivate and inspire a team.
  • Excellent problem-solving and analytical skills, with the ability to make informed decisions.
  • Ability to work under pressure and prioritize tasks effectively.
  • Knowledge of contact centre metrics and performance indicators.
What We Offer:
  • Competitive salary and monthly performance-related bonus.
  • Opportunities for professional development and career growth.
  • A dynamic and supportive work environment.
  • A range of employee benefits, including annual leave, pension scheme, and healthcare scheme.

We are proud to be a Gold Award-winning Investor in People and a great place to work. If you are a motivated and experienced leader looking for a new challenge, please apply today.

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