Contact Centre Team Leader

2 days ago

Bradford, United Kingdom WM Morrisons Supermarkets 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.

The Home Delivery and Doorstep Contact Centre 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.

Role Responsibilities (this list is not exhaustive);
- Lead, manage 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
- About You

Key Requirements
- An inspirational leader who puts their people and customers at the heart of everything they do.
- Experience of contact centre recruitment and training processes
- It would be advantageous to hold resource planning skills
- Patient and personable with an excellent, clear and concise telephone manner
- Organised and flexible in approach
- Reporting skills - we use Google Suite
- You’ll have permanent access to a quiet work environment with high-speed broadband connectivity
- Applicants should reside within a short commute of the Bradford office (maximum 40 minutes)
- Ideally you have a minimum of 2+ years in a substantive Team Leader position in a contact centre environment or are an internal applicant with tangible Team Leader experience
- About The Company

About us
- 15% colleague discount in our stores and online, plus 10% for two friends/family members
- Annual bonus scheme
- Generous holiday entitlement
- Company pension contributions
- Private healthcare
- Perks with over 850 retailers

We're Foodmakers and Shopkeepers and together, we make Morrisons. We’re the only UK retailer with our own manufacturing business spread across 18 sites, not to mention nearly 500 stores, we’ve lots of opportunities for you to play your part. So, whether you want to make the freshest food, sell it, or join us in our head office, we’d love to meet you

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