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- Tasks: Lead a team in our Resident Contact Centre, ensuring excellent customer service and team performance.
- Company: Join a dynamic team focused on improving resident experiences in Peterborough.
- Benefits: Enjoy a competitive salary, Monday to Friday hours, and opportunities for career growth.
- Why this job: Make a real impact by resolving customer issues and leading a passionate team.
- Qualifications: Previous call centre experience and team leadership skills are essential.
- Other info: Work in a supportive environment with a focus on professional development.
The predicted salary is between 29000 - 41000 £ per year.
We are really excited to be recruiting an additional Team Leader to join the team in our new Resident Contact Centre.
As one of three team leaders you will provide direct day-to-day line management including technical guidance to the advisers within the Resident Contact Centre. You will be a key escalation point for customers ensuring any dissatisfactions are recorded at the point of being made, aiming to resolve on the first point of contact.
Reporting to the Team Manager you will work together to deliver any identified service improvements, audit calls to ensure that each call is dealt with effectively and efficiently demonstrating a professional approach. All our resident calls are answered in accordance with our LETS principle, that is actively listening to and understanding the details of the contact, assessing and supporting the customer with patience and empathy with the aim of first contact resolution, and you will manage your team's performance to achieve those KPIs.
The ideal candidate for this role will be someone who has previous experience working in a call centre customer service environment and leading a team. So, if you think you have what it takes to make a difference, to manage and lead a team of high performing Resident Contact Centre advisers, are a calm and confident communicator with good listening skills and can ensure the timely resolution of customer queries we would like to hear from you!
Contact Centre Team Leader (Residents) in Peterborough employer: Cross Keys Homes
Contact Detail:
Cross Keys Homes Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Team Leader (Residents) in Peterborough
✨Tip Number 1
Familiarise yourself with the LETS principle mentioned in the job description. Understanding how to actively listen and empathise with customers will not only help you in interviews but also demonstrate your alignment with the company's values.
✨Tip Number 2
Prepare examples from your previous experience where you've successfully led a team or resolved customer issues. Being able to share specific instances will showcase your leadership skills and problem-solving abilities.
✨Tip Number 3
Research common challenges faced in contact centres and think about how you would address them. This knowledge can set you apart during discussions and show that you're proactive about improving service delivery.
✨Tip Number 4
Network with current or former employees of the company if possible. They can provide insights into the company culture and expectations, which can be invaluable when preparing for your interview.
We think you need these skills to ace Contact Centre Team Leader (Residents) in Peterborough
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in call centre environments and any leadership roles you've held. Use specific examples that demonstrate your ability to manage teams and resolve customer issues effectively.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention how your skills align with their LETS principle and provide examples of how you've successfully led teams or improved customer service in previous positions.
Highlight Key Skills: Emphasise your communication skills, patience, and empathy in your application. These are crucial for the Contact Centre Team Leader role, so provide concrete examples of how you've demonstrated these qualities in past experiences.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which is essential for a leadership position.
How to prepare for a job interview at Cross Keys Homes
✨Showcase Your Leadership Skills
As a Team Leader, it's crucial to demonstrate your leadership abilities. Prepare examples of how you've successfully managed teams in the past, focusing on your approach to motivating and guiding team members.
✨Understand the LETS Principle
Familiarise yourself with the LETS principle mentioned in the job description. Be ready to discuss how you would apply active listening, empathy, and effective communication to resolve customer issues on the first contact.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle difficult situations. Think of specific instances where you've resolved conflicts or improved service delivery in a call centre environment.
✨Research the Company Culture
Understanding the company culture is key. Research their values and mission to align your answers with what they stand for. This will show your genuine interest in the role and help you connect with the interviewers.
