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Contact Centre Team Leader
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As the Retentions Team Leader, you'll be a key player in helping us reach our targets. Reporting directly to the Retentions Manager, you'll lead a team of Retentions representatives and work closely with the department Manager to ensure seamless management and coordination of our retentions team's activities.
**Support and Motivate the Team**: Ensure that both individual and group targets are achieved by providing support and motivation to the team. Take responsibility for overseeing behavior and attitudes in the workplace to enhance relationships with colleagues and management. Support in the planning and prioritisation of retention activities and develop incentives to ensure team success.
**Support Development**: Contribute to the personal and professional growth of team members through coaching, mentoring, and other types of support.
**Role Model Key Behaviors**: Set an example for the team by demonstrating key behaviors. Maintain regular and professional attendance, punctuality, personal appearance, and adhere to relevant health and safety procedures.
**Maintain Business Knowledge**: Continuously develop a comprehensive understanding of the business, including a thorough knowledge of all fuel cards, fleet products, and the broader fuel and fleet market.
**Build Professional Relationships**: Foster strong professional relationships with key stakeholders internally and externally, promoting a collaborative culture for yourself and the team.
**Customer Focus**: Maintain a high level of call quality and prioritize customer satisfaction.
**Requirements**:
- A proven track record of exceeding Key Performance Indicators (KPIs) in a supervisory or management role.
- Proficient working knowledge of Microsoft Office packages, including Word, Excel, Outlook, and MS Teams.
**Benefits**
- Basic salary - £30,000 per annum.
- Monthly commission
- 20 - 25 days annual leave plus bank holidays.
- Your birthday is given as annual leave.
- Holiday purchase scheme (up to 5 days)
- No shifts, we all work Monday to Friday 8:45am to 5:15pm with a 2:45pm finish every Friday
- On the spot incentives.
- Fun, vibrant working environment
- Cycle to work scheme
- Casual dress code
