Contact Centre Team Leader

5 days ago

Hereford, United Kingdom allpay Full time

**About The Role**:
Our Client Services team are part of the beating heart of allpay, and this area is great for you gaining an insight into all of our different products and services.

Due to growth within the team, we now have a fantastic opportunity to join as a Contact Centre Team Leader.

The role is based in our Hereford Campus, and whilst the majority of your role will be performed from the office, occasional home working is available as part of our hybrid working approach.

Reporting to the Contact Centre Manager, you will work closely with two other Team Leaders to oversee the day to day running of allpay’s Client Services Support.

As a Contact Centre Team Leader, your main focus will be on providing customers and clients with a first-class customer service experience, and to achieve this you will:

- Mentor and manage your team of advisors, providing expertise and advice to achieve high quality resolution of customer queries at first contact.
- Work closely with Contact Centre Manager to develop the team by conducting frequent performance reviews, coaching the team, and assessing progress against product knowledge, compliance standards and set KPI’s.

Some of your other key responsibilities will include:

- Managing the workflow into the department and ensuring the company CRM system is updated and used appropriately.
- Reviewing and updating departmental procedures and promote ideas to improve processes where possible.
- Assisting Contact Centre Manager in providing management information reports.

**About You**:
To be successful as Contact Centre Team Leader, you will above all, care about delivering excellent customer service.

You will collaborate with others and enjoy helping your team members develop their skills and knowledge to achieve their potential.

You will work with integrity to ensure our clients and customers receive high quality, accurate advice, always following data protection and information security regulations.

You’ll have agility to cope with high levels of demand and expectations from both, internal stakeholders and external customers and clients.

As our ideal Contact Centre Team Leader, you’ll demonstrate to us that you have:

- Minimum of GCSE (or equivalent) Grade C or above in English and Maths.
- Very good understanding of IT and an aptitude for working with new technology.
- Excellent communication skills.
- Analytical skills to set and monitor KPI targets for quality service, and efficiency.

Your background in working in a Call Centre, or Financial Services will be an advantage.

**About Us**:
People are at the heart of allpay and we reward our employee with a competitive benefits package which includes, a defined contribution group pension scheme, income protection, life assurance, an array of health and wellbeing options including private healthcare cover and an onsite gym. This is coupled with our excellent Learning and Development offering.

We are a company committed to Equal Opportunities.

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