Contact Centre Team Leader

1 week ago

Bradford, United Kingdom Morrisons Full time

This is a full time, permanent role. We are based at Hilmore House in Bradford, however we are hybrid workers, with approximately up circa 75% of your time being home base if that is your preference. You are welcome to work from our flagship head office if that is your preference as many of our existing colleagues choose to do.

Our teams are responsible for delivering outstanding service to customers who contact us about their home delivery shopping experience or for help with placing an order

As a Team Leader you will be accountable for the wellbeing, ongoing development and management of a large team of Customer Service Assistants to provide our customers with excellent service at all times.

You will also be responsible for driving improvements and delivering to service levels.

You should have experience of establishing and developing relationships with customers and key stakeholders. There is never a dull moment in our high energy, fast paced centre, and you will be liaising with suppliers, stores, and colleagues across the wider business every day.

Some of your responsibilities will include:

- Manage, mentor and develop a team of Contact Centre Assistants
- Lead and manage your team to deliver against service levels agreements across all channels
- Work with peers and project leads to to continually improve how we serve our customers in the most efficient and customer friendly way possible
- Provide 1:1 discussions with your team covering the “what” and the “how”
- Manage performance and attendance issues
- Multi
- task, prioritise own and staff workloads according to business requirements
- Work as a team and demonstrate role model behaviour
- Assist our stores with work orders and take ownership and work together to ensure our customer is happy
- Work closely with your team members - sharing great experiences, knowledge and respect

We are proud of our fantastic head office in Bradford. Boasting an on-site restaurant, coffee shop, convenience and sample store, prayer room, free parking and regular company-wide events and promotions. Ideally, applicants will live within a reasonable distance of our office.

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