Call Quality

7 days ago

Warrington, Warrington, United Kingdom ABL 1 Touch Group Ltd Full time


We're Hiring

Call Quality & Service Improvement Team Leader – Warrington Claims and Customer Service Centre


Location:
Warrington


Job Type:
Full-time ( part time considered)

Are you passionate about raising service standards, developing people, and driving continuous improvement?

We're looking for an experienced
Call Quality & Service Improvement Team Leader
to join our Warrington Claims and Customer Service Centre team.


About the Role

This role is key to ensuring exceptional customer service across our contact centre. You'll be responsible for monitoring call quality, coaching agents, delivering training interventions, and supporting new starters — helping to shape a culture of excellence and improvement.


What You'll Be Doing

  • Monitoring call quality and customer experience standards
  • Providing constructive coaching and feedback to call agents
  • Designing and delivering engaging training and onboarding sessions
  • Using performance data to identify trends and drive service improvements
  • Collaborating with management and stakeholders to implement new initiative


Must-Haves

We're looking for someone who brings
real-world experience and hands-on leadership
to the table:

  • Proven experience in a contact centre or claims environment
    – ideally in the
    automotive or insurance sector
  • Experience designing your own training materials, templates, and development frameworks
  • Strong coaching and mentoring background
    with a track record of improving team performance
  • Excellent communication skills
    and confidence delivering training sessions
  • Analytical mindset
    – able to use data to spot trends and implement improvements
  • Familiarity with CRM systems
    (Salesforce experience a bonus) and call monitoring tools


Desirable Extras

  • Experience with
    Salesforce
    or
    ABL 1Touch systems
  • A proactive, positive, and solutions-focused mindset
  • Ability to work both independently and collaboratively in a fast-paced environment


Interested?

If this sounds like you, we'd love to hear from you

Please send your CV to

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