Overview
Job Title: Call Centre Team Leader. Location: Liverpool City Centre (Office based). Salary: £30,000 – £35,000 per annum. Hours: Full-Time, 35 hours per week. Shifts: Flexibility to work between the hours of 9am and 8pm, Mon–Sat.
Are you an experienced Call Centre Team Leader with a proven track record in people management and a passion for delivering first-class service? We are hiring for a Call Centre Team Leader to join a thriving, fast-paced legal services business at their Liverpool City Centre head office.
As a Call Centre Team Leader, you will report directly to the Head of Operations and play a key role in managing daily activity, supporting your team, and ensuring an exceptional level of service is provided to clients, customers, and third parties. This is an exciting opportunity for a motivated and forward-thinking leader who thrives in a dynamic environment.
What You’ll Do
* Manage daily workloads, productivity, and inboxes, ensuring service level standards are achieved and staffing levels are optimised.
* Prioritise workloads and ensure targets are met.
* Conduct call monitoring and quality assurance, providing constructive feedback to agents.
* Manage system and process changes effectively.
* Prepare team performance reports, identify trends, and share insights with management.
* Provide input into process improvements and ensure adherence to company policies, including data privacy and security.
* Handle escalated customer enquiries and complaints with confidence and professionalism.
* Support training and development through one-to-one meetings and appraisals.
Key Skills & Experience We’re Looking For
* Proven experience as a Team Leader (minimum 3 years).
* Strong people management and leadership skills.
* Excellent customer service abilities with a solutions-focused approach.
* Good working knowledge of Microsoft Excel and general IT systems.
* Highly organised with strong planning and time management skills.
* Dynamic, proactive, and able to use initiative to solve problems.
Benefits
* 25 days holiday per year plus bank holidays.
* Birthday off.
* “Me Time” allowance.
* Loyalty scheme.
* Car park salary sacrifice scheme.
Application and Data Notice
This vacancy is being handled by Aspire Recruitment. We will contact shortlisted candidates within the interview timeline. By applying for this opportunity you agree that Aspire Recruitment will keep you informed about potential employment opportunities and that you can opt out of receiving information at any time. We will process your data in accordance with our Privacy Policy.
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