POSITION: Contact Centre Team Leader
PURPOSE:
To work closely with the Contact Centre Manager in managing, supporting, and motivating a team of contact centre agents to achieve performance targets, deliver exceptional customer service, and ensure operational excellence within a fast-paced seasonal environment.
You will be required to manage existing customer accounts, source new business, build relationships, develop and maximize potential growth opportunities whilst ensuring customer satisfaction and company goals are achieved.
ROLE RESPONSIBILITIES:
* Support the Contact Centre Manager as required and deputise in their absence.
* Support the wider contact centre with an ability to understand VH systems and processes.
* Act as the first line of support for the team, ensuring high standards of customer care and consistent service delivery. Monitor daily performance and provide ongoing coaching and feedback.
* Support onboarding and training of new team members.
* Manage and resolve customer escalations and complex issues, ensuring they are handled professionally and efficiently within set SLAs.
* Assist and further develop on-going sales and relationships with established wholesale and third-party customers and work with the relevant team members to ensure there is support for these customers.
* Overall Account management of your specific customers, along with support others.
* Present to customers over the phone and face to face, building relationships quickly, ability to handle objections and challenging situations
* Engage with corporate promotional gifting occasions by identifying brand loyalty opportunities, e.g. new homes, cruises, holiday lets, new cars.
* Proactively look for new opportunities for hampers/3rd party customer.
* Engage with existing and potential companies that gift at Christmas.
* Support the co-ordination of 'bespoke hamper' requests.
* Liaise and work with the Product Development Team to ensure that Customer requirements are clearly defined and agreed with regards to product cost, product quality and delivery times.
* Work alongside internal department heads in order to take production restrictions and capabilities into account when liaising with customers.
* Responsible for ensuring Contact Centre calls, emails and webchats are actioned in a timely manner and professionally handled.
* Assist with other departments when required.
Skills:
* Experience in a supervisory or leadership role.
* Fantastic Customer Service Skills: Outstanding interpersonal and communication skills, ensuring a positive experience for clients and candidates alike. Ability to handle objections and challenging situations.
* Strong communication and interpersonal skills.
* Driven, Ambitious, and Motivated: A self-starter with a proactive approach to achieving goals and a passion for continuous improvement.
* Focused: Excellent attention to detail and the ability to stay organized and prioritize tasks effectively.
* Ability to motivate and inspire a team.
Job Types: Full-time, Permanent
Pay: £38,000.00-£40,000.00 per year
Benefits:
* Company pension
* Employee discount
* Free parking
Work Location: In person