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- Tasks: Lead a dynamic team in delivering top-notch customer service and managing performance.
- Company: Join Response Consulting, a thriving property services company in Kettering.
- Benefits: Enjoy hybrid working, gym memberships, and discounts on high-street stores.
- Why this job: Be part of a supportive culture while making a real impact in customer care.
- Qualifications: Must have customer service experience and a knack for team management.
- Other info: Fixed shifts from 11.30am to 8pm with initial training during the day.
The predicted salary is between 22750 - 30000 £ per year.
Join to apply for the Call Centre Team Leader role at Response Consulting Kettering based office - Hybrid working £27,500pa - £30,000pa. Our client, a successful property services company based in Kettering, are looking for a Team Leader to join their large, busy team. You will play a key role in performance management, delivering exceptional customer service, working collaboratively and supporting your team.
Please note that this role is a fixed 11.30am to 8pm shift (no movement) but for the first 3 weeks of training will be daytime (roughly 9am to 5.30pm). You will be required to be in the office in Kettering for at least 2 half days per week.
Key Responsibilities:- Manage a team of booking coordinators who are working on an inbound and outbound basis to book appointments for customers.
- Ensure your team meet productivity, income and customer service level targets.
- Ensuring SLA agreements are met through excellent customer care, communication and presentation.
- Provide an efficient, effective and professional telephone service to all customers.
- Maintain excellent internal relationships.
- Use management information to drive performance.
- Deliver feedback and coaching to your team, and be confident in performance management (including probation reviews, performance improvement plans and conducting disciplinaries).
- Resolve issues at first point of contact.
- Contribute to a supportive and positive team culture.
- Customer service and telephony experience essential.
- Experience managing high performing teams in a contact centre environment essential.
- Use of CRM systems and good with IT (MS Office).
- Previous experience dealing with complaints and difficult customers.
- Understanding of HR processes.
- Confidence in performance management, but also great at teambuilding and motivating.
- Must be able to pass a DBS and Credit Check with no criminal records, IVAs, CCJs or bankruptcies.
- Great opportunities.
- Hybrid working.
- Flexible benefits scheme - Gym membership, discounts on high-street stores, healthcare cash plan.
If you have sent us a copy of your CV and not had a reply within 5 working days we would kindly ask you to assume your application on this occasion has been unsuccessful.
The Caraires Consultancy operates with integrity by treating our clients, applicants and suppliers in a fair and honest manner - as we want to be treated.
Call Centre Team Leader employer: Response Consulting
Contact Detail:
Response Consulting Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Centre Team Leader
✨Tip Number 1
Familiarise yourself with the company culture and values of Response Consulting. Understanding their approach to customer service and team dynamics will help you align your responses during interviews and demonstrate that you're a good fit for their environment.
✨Tip Number 2
Prepare specific examples from your past experience that showcase your ability to manage a team effectively. Highlight instances where you've successfully improved performance or resolved conflicts, as these are key aspects of the Team Leader role.
✨Tip Number 3
Brush up on your knowledge of CRM systems and MS Office, as these tools are essential for the role. Being able to discuss your proficiency with these systems can set you apart from other candidates.
✨Tip Number 4
Showcase your understanding of HR processes and performance management techniques. Be ready to discuss how you would handle performance reviews and coaching sessions, as this is crucial for the Team Leader position.
We think you need these skills to ace Call Centre Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and team management. Emphasise any previous roles in a call centre environment and specific achievements that demonstrate your ability to lead a team effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your leadership skills. Mention how your experience aligns with the key responsibilities of the Call Centre Team Leader role, particularly in performance management and team motivation.
Highlight Relevant Skills: In your application, clearly outline your skills related to CRM systems, IT proficiency, and handling difficult customers. Provide examples of how you've successfully managed performance and resolved issues in past roles.
Follow Up: After submitting your application through our website, consider sending a polite follow-up email if you haven't heard back within a week. This shows your enthusiasm for the position and keeps you on their radar.
How to prepare for a job interview at Response Consulting
✨Showcase Your Leadership Skills
As a Call Centre Team Leader, you'll need to demonstrate your ability to manage and motivate a team. Prepare examples of how you've successfully led teams in the past, focusing on performance management and coaching.
✨Understand Customer Service Excellence
Be ready to discuss what exceptional customer service means to you. Think of specific instances where you resolved customer issues effectively and how you can instil that same level of service in your team.
✨Familiarise Yourself with Performance Metrics
Since the role involves meeting productivity and service level targets, brush up on key performance indicators (KPIs) relevant to call centres. Be prepared to discuss how you would use data to drive team performance.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills, especially regarding handling difficult customers or managing underperforming team members. Practice articulating your thought process and solutions clearly.
