Customer Acceptance Team Leader

13 hours ago

Brunswick Business Park, United Kingdom Slater & Gordon (UK) LLP Full time

**Contract Type**:Secondment

**Location**:Brunswick, Liverpool, L3 4UU

**Secondment for three months, with the potential to extend**

Slater and Gordon are a legal services business powered by technology and led by people that support customers in every step of their case. Due to our continued success, we are now looking for a Team Leader to look after a team of Customer advisors.

The CAT Team Leader supports the Advisors in their day to day role, and in a supervisory capability to manage performance in the team and ensure delivery of key performance indicators to ensure customer service standards are met. Managing up to ten advisors,you will be target driven and striving to meet onboarding targets.

This secondment is an excellent opportunity to further your career

**Job description**:

- Manage a team of CAT Advisors to ensure that all performance and call targets are achieved or exceeded
- Support the scheduling of the team staff rota through providing information to the resource planning team
- Perform regular 1-to-1’s and performance meetings with team members to ensure that team performance remains high and individuals show the correct behaviours against company values
- Manage all sickness and holidays within the team to ensure there is sufficient cover and sickness levels are managed
- Review call quality within the team and provide constructive feedback to team members

**Skills and experience**:

- People management skills
- Experience within a contact centre (desirable)
- Communication skills - vital
- Ownership and organisation skills
- A structured approached
- Be able to work under pressure

**What we offer in return**:

- The Liverpool office has fantastic transport links, and we offer all our employees free parking, working in a scenic location with beautiful views along the waterfront
- We want our employees to have a great work life balance, which is why we have a 37.5 hour working week
- 25 days holiday allowance per year, plus the option to purchase an extra 5 days
- Pension scheme, health cash plan, life assurance and income protection insurance
- The opportunity to develop a rewarding and successful career with an award
- winning law firm, countless opportunities for career progression

**Company Values**: We do what we say we will. We own it. We sort it. We don’t wait, we create. We respect and encourage each other. We make time to live

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