Call Centre Team Leader

1 week ago

Birmingham, United Kingdom Katie Bard Full time

My client based in South Birmingham is a highly successful, progressive and fast growing business. Due to internal growth and successful acquisitions, an opportunity has arisen for a Customer Service Team Leader managing a team of 15 Customer service advisors.

This role is office based working Monday to Friday 830am to 530pm (No evenings or weekends)

This is a progressive opportunity and ideal for anyone currently in a Team Leader role and keen to work in a more progressive and developmental environment.

The role will entail:

- Managing a team of up to 15 Advisors
- Acting as an escalation point for customer contact and internal management
- Monitoring targets, service volume and SLA’s for your retrospective team/ teams
- Develop and coach reporting customer Service advisors and Operations Coordinators to up skill and improve performance and their contribution to the business and their teams
- Conducting team briefings, operational meetings and feedback sessions
- Pro-actively identify and resolve issues affecting Service delivery
- Responding to customer delivery queries & product related questions in a professional, compliant and efficient manner and ultimately delighting the consumer
- Complaint management through to resolution
**Applicants must have experience of managing a team of Customer service/Contact Centre advisors in a Team Leader capacity in a fast paced environment**. Exposure to an FCA environment would be an advantage although not essential

Ref: #64

Katie Bard is acting as an agency and is an equal opportunities employer

**Job Types**: Full-time, Permanent

**Salary**: £30,000.00-£32,000.00 per year

**Benefits**:

- On-site parking
Schedule:

- Monday to Friday
Application question(s):

- Do you have experience of MANAGING a team in a call centre environment.
**Experience**:

- Retail sales: 1 year (preferred)
- Customer Service: 1 year (preferred)

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