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- Tasks: Lead a dynamic team in delivering top-notch customer service and managing performance.
- Company: Join a thriving property services company based in Kettering with a vibrant team culture.
- Benefits: Enjoy hybrid working, flexible benefits like gym memberships, and discounts on high-street stores.
- Why this job: Be part of a supportive team that values collaboration and personal growth while making a real impact.
- Qualifications: Must have customer service experience and a knack for managing high-performing teams.
- Other info: Fixed shift hours with initial training during the day; must pass DBS and credit checks.
The predicted salary is between 23000 - 30000 £ per year.
Permanent Kettering based office - Hybrid working 11.30am - 8pm - Monday to Friday (37.5 hrs pw) £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.
The key responsibilities for a Customer Service Team Leader:- 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
- To 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)
- Resolving issues at first point of contact
- Contributing 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
PLEASE NOTE: Must be able to pass a DBS and Credit Check with no criminal records, IVAs, CCJs or bankruptcies.
Benefits of working at a Customer Service Team Leader:- Great opportunities
- Hybrid working
- Flexible benefits scheme - Gym membership, discounts on high-street stores, healthcare cash plan
Interested? Please apply below. 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.
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 property services industry. Understanding the specific challenges and customer needs in this sector will help you demonstrate your knowledge during interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Brush up on your performance management skills. Be prepared to discuss your experience in coaching and developing team members, as well as how you've successfully handled performance issues in the past.
✨Tip Number 3
Highlight your experience with CRM systems and IT proficiency. Since the role requires good IT skills, be ready to share examples of how you've used technology to improve team performance or customer service.
✨Tip Number 4
Prepare for situational questions related to conflict resolution and customer complaints. Think of specific instances where you've successfully resolved issues, as this will showcase your problem-solving abilities and customer service expertise.
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. Use specific examples that demonstrate your ability to lead a team and meet performance targets.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your leadership skills. Mention your experience with CRM systems and how you have successfully managed teams in the past.
Highlight Key Skills: In your application, emphasise your telephony experience, ability to handle complaints, and understanding of HR processes. These are crucial for the role of a Call Centre Team Leader.
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.
How to prepare for a job interview at Response Consulting
✨Showcase Your Leadership Skills
As a Team Leader, it's crucial 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 the Company Culture
Research the property services company and understand its values and culture. Be ready to discuss how you can contribute to a positive team environment and support the company's goals.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills, especially regarding customer complaints and team dynamics. Think of specific scenarios where you resolved issues effectively and be prepared to share these experiences.
✨Familiarise Yourself with CRM Systems
Since the role requires good IT skills and experience with CRM systems, brush up on your knowledge of these tools. Be ready to discuss how you've used technology to enhance customer service and team performance.
