Contact Centre Team Leader (12 months)
Chester
£29,000
Our client is seeking a dynamic and motivated Contact Centre Team Leader to lead their multi-brand Customer Service team. The Contact centre Team Leader will support the Management team, ensuring that all customer queries are handled to the highest standards where service excellence is critical to business success. Acting as an escalation point for members of the Customer Service team and other internal teams of the business relating to customer queries.
This is an exceptional opportunity for a Contact Centre Team Leader to join this global company within their prestigious, modern Chester office. The role is a full-time 12-month fixed term contract.
The hours of work are Monday-Friday 8:30am-4:30pm.
The Contact Centre Team Leader will be rewarded with a fantastic benefits package including, 26 days annual leave plus bank holidays, company bonus scheme, contributory pension scheme, life assurance, free onsite parking and more.
Key responsibilities:
Be the first point of contact for B2B customers
Provide support of handling incoming interactions and escalations as per correct procedures
Handle high inbound call volumes whilst also maintaining interactions via live chat and case management
Accurately enter and maintain data in the CRM system
Understand and confidently discuss product portfolios across multiple brands with B2B customers
Work towards set KPIs and targets
Effectively handle complaints in line with regulatory requirements
Provide trouble shooting solutions to support customer queries
Assess the training and development needs of team members and ensure this is delivered when required, developing the team into a multi-skilled team that is able to adapt according to business needs
Monitor performance of team members, motivating them through regular feedback and focus on areas of improvement
Assess ways to improve processes where applicable and provide feedback to Management on areas that can be improved
Essential Experience:
Have experience in leading teams successfully whilst providing assistance and coaching to team members
Must have experience of setting, maintaining and meeting personal and team KPIs
Be motivated and driven to offer outstanding customer experience in every customer interaction including inbound/outbound calls, emails, and live chat
A keen eye for attention to detail
Ability to multitask, updating cases in CRM during call handling
Capability to learn complex product portfolios
Experience of maintaining data in CRM to enable reporting and analysis of trends
Case management experience
Ability to manage own workloads and priorities
Unfortunately, due to time restrictions we cannot respond to every applicant, in the event that we havent contacted you within 48 hours please take it you have not been successful for this particular role, but your details will be kept on file and considered for all future vacancies.
We are an equal opportunities agency and welcome applicants from all backgrounds.
We are acting on behalf of the client as an Employment Agency in relation to this vacancy.
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