Contact Centre Team Leader

1 month ago

Peterborough, United Kingdom Travelex Full time

Job Title : Contact Centre Team Leader

Location: Travelex, Worldwide House, Thorpe Wood, Peterborough (PE3) 

Hours per week: 36

Working Patterns : Usually working a daytime shift (between 8am-6pm) Monday to Friday, flexibility is required to assist the Contact Centre operations at different times.

Benefits:

A comprehensive voluntary benefits package, which provides discounted corporate rates to a wide range of insurances such as Private Medical, Dental and Critical Illness. It also includes discounted products such as Health Checks (Screens), Allergy + Intolerance and Other Health Tests. Employee wellness programmes that offer guidance and tips on all aspects of wellbeing such as physical, mental and financial. A wide range of employee discounts provided by Bravo Benefit 25 days holiday (pro-rata). Bank holidays and the opportunity to gain more days the longer you are a part of Travelex, as well as the option to sell days Pension with a great Pension Provider – Scottish Widows.

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Exchange your job for a new career with limitless destinations at Travelex.

Travelex are proud to be known as experts in the travel money field providing great customer service to our corporate branch network and customers. Led by inspiring managers, our in-house training provides everything you need to know as a new team member, and we will provide ongoing support and continuous development.

Our dynamic and enthusiastic team have a hard-working ethic and provide great support to each other. If you enjoy achieving and exceeding targets with a positive team around you, you will find our Global Support Centre a great place to work.

Our Customer Service Teams operate 24 hours 7 days a week and we are currently recruiting for a daytime shift (between 8am-6pm), Monday to Friday although flexibility is required to assist the Contact Centre operations at different times.

Travelex is committed to investing in the future of our company through our people.

So, what will this role involve?

Responding to inbound calls from a wide range of customers assisting them with their foreign currency requirements for their holiday or business trips. Our Customer Service team support both Customers and Branches with resolving their queries regarding their Travel Money orders.

This Customer Service Team Leader role will be tasked with coaching and coordinating a team of Customer Service representatives to ensure Service performance objectives are consistently achieved or escalated as necessary, as well as supporting the team in the delivery of Service

Excellence with every Customer interaction. 

Performance escalation management Team coaching Customer Service delivery Manage inbound calls and emails with excellent Customer service and resolve the query in a timely manner Provide excellent relationship management Support branch / customer query investigations and resolution. Ensure GDPR and financial regulation standards are adhered to. Identify customer needs, clarify information, and handle enquiries effectively Provide great customer service to individuals with a calm and professional manner. Deliver on targets such as: compliance, customer satisfaction and call handling times.

About you

Experience in a leadership role within Customer service environment Strong phone and verbal communication skills along with active listening Call centre or retail sales experience with the ability to nurture team members Confident telephone manner Numerical skills (Numerical testing in interview process) IT skills Strong people skills

What does the interview process look like?

Step 1 – Our team of Talent Acquisition Partners will review your application and get in touch with you if they think your experience fits the brief and conduct an initial screening call.

Step 2 – If successful you will then be invited to meet with the Contact Centre Deputy Manager face-to-face. The Deputy Manager will be able to tell you more about the day-to-day responsibilities and answer any remaining questions you have.

Step 3 – If the visit goes well, we’ll reach out and offer the opportunity to join Travelex as our newest employee. If you’re unsuccessful, we’ll still reach out to you to provide detailed feedback. We owe you that much as a candidate who has dedicated your time to meet with us.

About Travelex

We are one of the market leading specialist providers of foreign exchange. Founded in 1976 and differentiated by our brand and market footprint, over the past 45 years we have built a network of foreign exchange stores and developed Travelex as a trusted and widely recognised brand in international money. Our mission is to simplify our customers’ access to international money, however and whenever.

Exciting? We think so Your journey starts here, so take the first step to become part of the Travelex Team by clicking apply

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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