Contact Centre Team Lead

At DXC we have a long established partnership with a major UK high street bank, where we manage their personal lending business. We provide support to customers, calling us with enquiries and requests about their loan account.

We are looking for a passionate and committed Team Lead to join our Contact Centre team. The role will suit someone who is ambitious and willing to embrace new challenges and love learning in a fast pace and challenging environment.

Reporting to the Operations Manager, you will be an experienced leader with a proven track record in leading teams and getting the best out of colleagues to drive service excellence. Spending the majority of your time guiding and coaching your own team to help them achieve their goals, you’ll also provide support to others in the Contact Centre when needed.

You will provide your team with clear objectives and develop them in their ability to deliver excellent customer service across a wide range of queries and problems. You will have experience in dealing with a broad range of performance management and challenging people issues, all the time demonstrating great leadership skills and drive team performance to achieve all Service Levels.

**What we’re looking for in a Contact Centre Team Lead**:

- Customer oriented first and foremost, someone that is passionate about delivering exceptional customer service.
- Team player who has a genuine interest in helping others. Someone that will lead by example, be friendly and approachable, and demonstrate a “can do” attitude. Helping to develop a culture of working together.
- Someone that has excellent communication skills; especially being a good listener and able to understand customer and colleague needs.
- Awareness of the impact of yours and your team’s performance on the commercial success of the organisation.
- Excellent organisational and time management skills

**Responsibilities of Contact Centre Team Lead**:

- Responsible for the day to day management of a team of around 10 colleagues.
- Lead, motivate, praise and encourage colleagues through open and honest communication.
- Monitor and review individual colleague and team progress against business objectives.
- Enhance and improve colleague performance through regular coaching in line with the training and competency framework.
- Take ownership and responsibility for complex and/or escalated calls where a customer requires more senior involvement with their enquiry. Providing appropriate feedback and coaching upon completion of complex/escalated call to help develop colleague knowledge and experience with real time examples.
- Where required, support the team and service levels by personally handling customer calls alongside other colleagues. Lead by example by providing an excellent standard of customer service.
- Monitoring and managing attendance and adherence to schedules/shifts to ensure colleagues are working efficiently in order to support the achievement of required service levels.
- Use a wide range of communication tools (including Huddles/Stand-Ups, Buzz Sessions, Team Meetings) to effectively communicate business expectations.
- Encourage an environment where regular feedback from colleagues is gathered, listened to and actioned to help continuous improvement.

**Experience**
- Customer service experience - whether that is face to face or over the phone
- Contact Centre experience would be extremely advantageous
- People Management including Coaching is essential
- Experience working within a dynamic, fast paced environment is preferable.
- Experience within Financial Services, or other regulated environment is highly desirable.

**Work Environment**

The role is an office based within Newcastle, Cobalt Business Park with easy accessible bus and train links.

Our working hours are between 8am and 10pm, Monday to Sunday. There is some evening and weekend work, but these shifts are shared out amongst all colleagues.

**What can we offer you?**
- A salary up to 26,000 GBP depending on experience.
- Competitive benefit package consisting of private medical insurance, gym membership discounts, contributory pension scheme, 25 days of annual leave.
- Mental health first aider's support
- Plus, a lot more on offer.