Contact Centre Team Leader

2 weeks ago

London, United Kingdom KLEIN HAMILTON EXECUTIVE SEARCH LTD Full time

Contact Centre Team Leader, Customer Service, Customer Services Manager, Customer Support Manager, Fixed Term Contract, London
**Contact Centre Team Leader**
A Contact Centre Team Leader is required by Pogust Goodhead, a unique partnership between British and American lawyers, with particular expertise in group litigation and is currently managing some of the largest claims in English legal history, including claimsagainst various vehicle manufacturers arising from the diesel emissions scandal. The firm is also at the cutting-edge of group consumer claims, representing thousands of affected clients throughout Europe and across the globe.
They are formerly known as SPG Law, has grown globally, expanding out of its London offices into Europe and the United States. **Why is this role crucial for them?**:

- You'll be responsible for meeting customer service targets as well as planning areas of improvement or development. You'll coordinate and motivate contact centre staff.
- The Contact Centre Team Lead will liaise with clients for which they provide the first response.

**Role responsibilities and core competencies**
Your duties will look like the following:

- set/meet performance targets for speed, efficiency, sales, and quality
- ensure all relevant communications and data are updated and recorded
- liaise with management to gather information and resolve issues
- maintain up-to-date knowledge of industry developments
- monitor random calls to improve quality, minimise errors and track team performance
- review the performance of staff, identify training needs and plan training sessions
- record statistics, user rates and the performance levels of the centre
- prepare reports on these statistics, rates and performance levels
- handle the most complex client complaints or enquiries
- organise shift patterns and the number of staff required to meet demand
- coach, motivate and retain staff
- coordinate bonus, reward and incentive schemes

**What you’ll bring to them**
**Essential**:

- excellent communication skills, both written and verbal
- strong interpersonal skills to be able to deal with people at all levels
- analytical skills to interpret data and trends
- numerical skills to understand financial and budget management
- a strong customer focus and excellent telephone manner
- proven leadership skills and the ability to motivate and develop staff
- the ability to work well in teams
- the ability to work under pressure, manage your time effectively and work on your own initiative
- a desire to help others work towards targets and develop their skills
- confidence and good business sense
- the ability to set, meet and exceed targets
- a focused and self-motivated approach to work
- a flexible attitude and the ability to manage change

**Vacancy Information**:

- Location: London
- Salary range: Competitive Salary
- Job type: Fixed Term Contract
- Job Section: Legal
- Working Hours: Full Time
- Reference: MI1022
- Contact: Mamoona Ibrahim

Contact Centre Team Leader, Customer Service, Customer Services Manager, Customer Support Manager, Fixed Term Contract, London

  • Contact Centre Team Leader

    2 weeks ago

    London, United Kingdom MMP Consultancy Full time

    Exciting opportunity for a Contact Centre Team Leader to join a local authority based in London. Supporting the Contact Centre Manager, you will be responsible for continuous development, improvement, efficiency and success of the department. Work will include interpreting, and assessing customer needs, identifying trends, generating original ideas and...

  • Contact Centre Team Leader

    2 weeks ago

    London, United Kingdom Home Made Full time

    **Contact Centre Team Leader | Home Made** * Working with us: * Our Sales Development team is expanding and we're looking to bring in a team leader to work in partnership with the Contact Centre Manager to effectively manage the team. This role will play a vital role in training, coaching, quality review, recruitment and project work focusing on process...

  • Contact Centre Team Leader

    2 weeks ago

    London, United Kingdom Hargreaves Lansdown Full time

    Excited to grow your career? Our purpose is to make it easy for people to save and invest for a better future. We are looking for great people to join us, so please come and invest in YOUR future at HL. We know that sometimes people can be put off applying for a job if they don't tick every box. If you're excited about working for us and have most of the...

  • Contact Centre Team Leader

    2 weeks ago

    London, United Kingdom Nuffield Health Parkside Hospital Full time

    **Contact Centre Team Lead** Wimbledon, London | Patient Services | Permanent | Full time £30,000 - £35,000 per annum 37.5 hours per week Are you passionate about customer service? You could join the UK’s leading Healthcare Charity. We’re recruiting a great individual to lead our friendly, welcoming Contact Centre. If you have strong experience in a...

  • Team Leaders

    2 weeks ago

    London, United Kingdom Confero Full time

    **About Us** Established in 2001, Confero is a leading UK Outsource Call Centre business that has a portfolio of clients ranging from small firms, leading brands and FTSE 100/250 organisations - based in North West London, Colindale, our offices are conveniently located for London commuters. We are very often the public face of global brands and have the...

  • Contact Centre Team Leader

    2 weeks ago

    London, United Kingdom MVF CAREERS Full time

    **Come join us** As the US Telemarketing Team Lead will lead a team of approximately 20 remote based Telemarketing Consultants supported by a Senior Consultant. You will be data driven and know how your team are performing in real time against sales targets. You will optimise performance with a passion for delivering above and beyond expectations. **_...

  • Contact Centre Team Lead

    1 week ago

    London, United Kingdom Parkside Private Hospital Full time

    **Contact Centre Team Lead** Wimbledon, London | Patient Services | Permanent | Full time 37.5 hours per week Are you passionate about customer service? Then you could join the UK’s leading Healthcare Charity. We’re recruiting a great individual to lead our friendly, welcoming Contact Centre. If you have strong experience in a call centre and...

  • Contact Centre Advisor

    6 days ago

    London, United Kingdom Ambassador Theatre Group Full time

    The Ambassador Theatre Group is the largest owner/operator of theatres in the UK with over 50 UK and international venues. We're an internationally recognised theatre producer and a leader in theatre ticketing services through ATG Tickets, a market-leading business selling over 11 million tickets in the UK each year. We are recruiting for a Contact Centre...

  • Head of Product

    1 week ago

    London, United Kingdom Serco Plc Full time

    Head of Product - Contact Centres Home Based - attached to Cardinal Place 6 Month Fixed Term Contract £80,000 - £100,000 per annum Car Allowance / Bonus Serco’s purpose is to impact a better future - we bring together the right people, the right technology, and the right partners to create innovative solutions that deliver positive impact and address...

  • Contact Centre Deputy Manager

    3 weeks ago

    london, United Kingdom Pimlico Plumbers Full time

    Purpose of Role: At Pimlico Plumbers, we're not just London's largest independent servicing and maintenance company, we're also leaders in driving sales through top-tier customer service. Since 1979, our growth has been fuelled by our commitment to excellence, both in the quality of our services and the effectiveness of our sales strategies. As part of the...