We're looking for an enthusiastic and driven
Team Leader
to join our dynamic and fast-paced
Contact Centre in Dunstable
.
If you have experience leading teams and driving results — or if you're ready to take the next step in your career (even from a different industry) — we'd love to hear from you
Key Responsibilities:
Team Leadership & Management:
* Lead a team of 5-10 negotiators, driving individual and collective performance.
* Ensure that KPIs are met or exceeded, through active performance management.
* Set daily, weekly, and monthly objectives for the team and monitor progress.
* Foster a collaborative and high-performance environment that motivates and inspires team members.
* Identify individual and team development needs and provide coaching, training, and mentoring to ensure continuous improvement.
* You will be on the phone 80% of the day and drive your personal performance
* Live coaching is a daily rock
* Check challenge and coach
* Update the team daily on market conditions
Performance Management:
* Track and manage KPIs, ensuring all targets are met, including sales, customer satisfaction, and operational goals.
* Analyse performance data to identify trends, opportunities, and areas for improvement.
* Implement performance improvement plans when necessary and provide regular feedback to team members.
* Proactively identify solutions to drive better performance and operational efficiency.
Quality Control & Customer Service Excellence:
* Ensure that all customer interactions meet the highest quality standards, maintaining a customer-first approach.
* Develop and enforce processes and procedures to maintain exceptional service levels and compliance with internal policies.
* Address and resolve any customer service issues promptly and professionally.
* Regularly review service delivery to ensure quality measures are being upheld.
Branch Relationships & Stakeholder Management:
* Build and maintain strong relationships with branch staff, managers, and other key stakeholders.
* Work closely with branch management to ensure alignment of team goals with overall branch targets.
* Act as the point of contact between the negotiators and the branch, ensuring smooth communication and workflow.
* Collaborate with cross-functional teams to ensure client needs and branch objectives are consistently met.
Coaching & Team Development:
* Coach team members on negotiation tactics, customer engagement, and best practices in the industry.
* Identify training and development opportunities for the team and implement training programs to improve skills and performance.
* Promote a culture of continuous learning and development, helping team members reach their full potential.
Reporting & Accountability:
* Provide regular performance reports to the Branch Manager or other senior management.
* Ensure that all records, reports, and client documentation are accurate and up-to-date.
* Maintain accountability for the team's achievements and areas for development.
Key Requirements:
Experience & Qualifications:
* Proven experience in a senior negotiator role, with a track record of managing and leading a team.
* Demonstrated ability to meet and exceed KPIs and performance targets.
* Strong background in sales, negotiation, and customer service, with a deep understanding of industry practices.
Skills:
* Leadership and team management skills, with the ability to motivate and inspire.
* Excellent interpersonal and communication skills.
* Ability to analyze performance metrics and make data-driven decisions.
* Strong organizational and time-management skills.
* Problem-solving skills with a proactive approach to overcoming challenges.
Knowledge:
* Understanding of market trends, industry regulations, and best practices.
* Knowledge of quality assurance processes and customer service standards.
* The ability to recruit and retain the best staff
Personal Attributes:
* Results-driven and target-focused.
* Proactive and resourceful, with a positive and energetic attitude.
* High level of integrity and professionalism.
* Organisation skill and daily habits and review are key
Performance Indicators:
* Achievement of individual and team KPIs.
* Customer satisfaction ratings and service quality scores.
* Seen rates
* CBCL excellence and tone
* Team development and staff retention rates.
* Strength and quality of branch relationships.