Contact Centre Team Leader

Overview:
Would you like to help enrich the lives of learners around the world?

At RM, we’ve been pioneers of education technology since 1973. We provide technology and resources to the education sector, supporting over 10 million students worldwide. We work with over28,000 schools, nurseries, and education trusts in 115 countries to deliver customer-centric solutions that improve education outcomes.

What we do helps learners at all stages of their lives, from preschool to higher education and professional qualification; we partner with schools, examination boards, central governments and other professional institutions to enrich the lives of learners.

RM Group operates through three businesses: Technology (Managed Services, Software and Infrastructure for Schools), Assessment (Software and Services) and TTS (Educational Resources).

TTS has proudly supported the education sector for almost 40 years. Our in-house experts collaborate with teachers and educational experts to create unique and innovative resources that engage children and inspire a lifelong love of learning. Every TTS resource provides unlimited learning opportunities and is made to last, making the most of schools’ and nurseries’ limited budgets and ensuring years of classroom use.

**Job Purpose**:
To support the Contact Centre Operations and Service Manager and service centre leadership team, managing a team of Customer Service Advisors in ensuring that RM Resources Customers receive achieve accuracy with orders placed, manage all types of customer contact, resolve queries, continuous development of team members, implement processes, procedures, technologies, and strategies delivering first class customer experience

**Responsibilities**:
**Main Responsibilities**
- To manage the workload of the team, allocating team members to optimise service provision, target achievement, customer satisfaction and administrative support across the hours of the operation of the Contact Centre
- To ensure the team follows established processes and procedures, including the recording of processing and progress of chasing enquiries, achieving KPI’s, SLA’s, targets and quality standards to maximise customer satisfaction
- To monitor the changing needs of the service offering, liaising with internal and external customers to identify areas for improvement and make recommendations for service improvement and implementing those improvements to the satisfaction of internal and external customers
- To ensure statistical information is produced, collated, and analysed on a daily, weekly, monthly basis to assist in the evaluation the efficiency of the team, people performance and process performance to continually improve customer satisfaction
- To supervise, coach and monitor team members, organising and conducting team meetings, 121’s, appraisals, development plan reviews and competency assessments
- To recruit, induct, develop and support a team delivering front-line, first-time resolution and back-office customer services to ensure resolution of enquiries complaints and requests for services in a timely and accurate manner
- To support the Contact Centre Manager in the development, testing and implementation of technologies and systems to ensure the most effective use of new technologies and opportunities
- To maintain health and safety, security of the team, equal opportunities, and customer service standards, supporting HR policies ensuring their understanding and adherence by team members
- To undertake the duties of a Customer Services Advisor as and when required to ensure that a high level of customer service is maintained and to undertake any other duties as required which are commensurate with the grading of the post

**Experience**:
**Knowledge, Skills & Experience**
- Educated to GCSE Level or equivalent including Math and English
- Computer Literate
- Experience of working within a Customer Service/Contact Centre environment
- Previous Team Leader experience in a similar environment
- Understanding of contact centre methodologies
- Experience of using contact centre technologies
- Approachable
- Flexible
- Inquisitive
- Ability to use initiative
- Excellent communication skills
- Organised
- Good attention to detail
- Strong customer focus
- Team player

**What’s in it for you?**

As well as a competitive salary and our core benefits package which includes private medical healthcare, life assurance and a Group Personal Pension Plan with higher contribution levels available, some roles are also eligible for a performance-related bonus. There are lots of voluntary benefits too. You could buy additional annual leave, join our dental plan, sign up for a health assessment, or take part in our cycle to work scheme. You could even earn yourself an extra bonus for successfully recommending a friend or family member for a position within RM.

Unfortunately, we are unable to offer visa sponsorship for this role.