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
Job Overview
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 Liverpool city centre.
As a Call Centre Team Leader, you will manage daily activities and ensure that the team delivers first-class customer service to the areas of business that require support. You will also serve as a primary point of contact for all customers, clients, and third parties, maintaining the highest level of customer service.
Responsibilities
1. Manage the team’s daily workloads, productivity, and inboxes, alongside achieving service level standards and optimizing staffing levels daily.
2. Prioritize workloads to ensure targets are met in a timely manner.
3. Manage system or process changes effectively.
4. Handle all team KPI reporting and key task management.
5. Oversee team training and staff development, including appraisals and regular one-to-one meetings.
6. Provide additional support and serve as a second point of contact for difficult cases or conversations.
Key Skills
1. Proven track record as a Team Leader in a similar role and sector (ideally 3-5 years experience).
2. Skilled in all team leadership duties.
3. Previous experience in people management is essential.
4. Good working knowledge of all Microsoft systems, especially Excel.
5. Knowledge of the Proclaim system is desirable but not essential.
Benefits
* Christmas closure & birthdays off
* "Personal Time" to attend external appointments
* Employee Assistance Programme
* Staff Referral Bonus
* Reduced parking fees
Apply today to be part of a team that values integrity, client service, and continuous growth.
This vacancy is being handled by Aspire Recruitment. Please be aware we receive a high volume of applications and may not contact all candidates. We will only contact you within the next 14 days if selected for an interview. By applying, you agree to our Privacy Policy and acknowledge that Aspire Recruitment may keep you informed about potential employment opportunities, which you can opt out of at any time.
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