Contact Centre Team Leader

**Team Leader **(small contact centre) Office based

**About the role**:
As a Contact Centre Team Leader you will be responsible for providing an excellent consumer experience, whilst managing our clients portfolio of debt.

Do you understand the challenges and rewards that come with working in a contact centre environment and look forward to taking them on? Are you seeking a varied role where you can make a real impact?

**Main Duties**

Dealing with our debtors on a daily basis requires a flexible and resilient approach.You will be responsible for leading and motivating a small team of Contact Centre Collections Advisors.

Telephone cover for agents during lunch period and busy periods is required (approximately 8 - 10 hours per week)
- Motivating your team to meet KPI/ performance targets
- Performance manage all staff to progress the team for personal and professional development by way of 121s each month, weekly chats to review audits, probation reviews, performance improvement plans etc.
- Audit Reviews for all staff members on a monthly basis to ensure compliances measures for the business are being met
- Perform HR processes such as return to work interviews and sickness absence reviews
- Work allocation to all staff on a daily basis
- Resolving escalation calls from Contact Centre Collections Advisors as and when required
- Liaise with other departments to ensure consumer queries are dealt with in an efficient and speedy manner
- Handling general file queries
- Sending out financial statements, evidence and response packs
- Working with vulnerable consumers in line with the firm’s policies and procedures

**Job Details**

Basic Salary of £23,000 to £26,000 per annum based on experience

Bonus to be discussed at interview
- Lead by example i.e. show pride in work output and environment, and act as a role model to peer group and advisors
- Carry out all appropriate people management activities
- Proactively conduct open, honest and difficult conversations, taking required and timely action to ensure delivery of company goals and objectives
- Be accountable for ensuring team receiving and understand communications from company, seeking clarification from the business and feedback from agents as required
- Extensive knowledge of Microsoft packages
- Strong organisational aptitude and proven time management skills
- Contact centre or comparable experience inclusive of minimum of 1 year in a supervisory position
- Collections experience in a consumer environment (desirable)

**Why you'll love working for Gladstones**

Aside from the role, the people, our culture and our mission, we have some other things that make Gladstones a pretty awesome place to be. Here’s a few favourites amongst our team:
**Holiday and flexible time off**: 30 days annual leave (includes bank holidays & birthday), loyalty holiday incentive scheme (earn up to an additional 5 days holiday per annum) + 5 days additional unpaid leave per anum

**Company Pension** (1% above the employer auto-enrolled requirement)

**❤* **Your well-being matters: *Up to 90 minutes paid leave per month for medical appointments. Regular wellbeing updates

**Supporting your family**: Monday - Friday working shifts between 8am - 6pm. Christmas office shutdown. Flexible working available

**Grow with Gladstones**: Opportunity to attain professional legal qualifications. Firm progression structure for those looking to build a career

**Referral Scheme**: Refer A friend scheme (paying £250 per successful referral)

**Our team**: We’re an energetic, sociable and talented bunch who are super passionate about what we do and determined to make a difference. We’re all in it together, we learn from each other, we’re genuine and we don’t have time for politics

**Free parking**

**37.5 hour week Monday to Friday**

**Our interview process is nice and simple**
- Initial telephone screen with HR Advisor
- Face to face interview + tour of the working environment
- It’s a very exciting time at Gladstones. If you are inspired by what we are doing, are up for a challenge and share our values we would love to hear from you.

**Salary**: £23,000.00-£26,000.00 per year

Schedule:

- Monday to Friday
- No weekends

Ability to commute/relocate:

- WARRINGTON: reliably commute or plan to relocate before starting work (required)

Work Location: One location