Job Title: Call Centre Team Leader Salary: £28,000-£32,000 per annum (Full-Time, Permanent, 35 hours) Location: Liverpool City Centre (Office based) Shifts: Flexibility to work between the hours of 9am and 8pm, Mon-Sat Are you experienced in call centre team leader management, with a knack for customer service management and an interest in the legal sector? We are hiring for a Call Centre Team Leader to join our legal client at their head office in the Liverpool city centre. As a Call Centre Team Leader, you will be expected manage daily activities and ensuring that the team deliver first class customer service to the areas of business that require support. In this role, you will also provide a primary point of contact for all customers, clients and third parties whilst maintaining the highest level of customer service. What You’ll Do: Management of the team’s daily workloads, productivity and inboxes alongside achieving service level standards and optimising staffing levels daily. Prioritising workloads to ensure targets are delivered in a timely manner. Managing any systems or process changes effectively. Handling all team KPI reporting and key task management. Overseeing all your team’s training and staff development – ranging from appraisals to the regular conducting of one to one’s. Offering additional support and a second, higher point of contact on any difficult cases or conversati...