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- Tasks: Lead a team of Customer Service Advisors to ensure top-notch customer experiences.
- Company: Join RM, a pioneer in education technology, supporting over 10 million learners globally.
- Benefits: Enjoy hybrid working options, competitive salary, private healthcare, and performance bonuses.
- Why this job: Make a real impact in education while developing your leadership skills in a supportive environment.
- Qualifications: Previous experience in customer service and team leadership is essential.
- Other info: Diversity and inclusion are at our core; we welcome applicants from all backgrounds.
The predicted salary is between 30000 - 42000 ÂŁ per year.
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Senior Executive – HR HRM and Industrial Psychologist
Would you like to help enrich the lives of learners around the world?
At RM, we’ve been pioneers of education technology since 1973. We provide technology and resources to the education sector, supporting over 10 million students worldwide. We work with over28,000 schools, nurseries, and education trusts in 115 countries to deliver customer-centric solutions that improve education outcomes.
What we do helps learners at all stages of their lives, from preschool to higher education and professional qualification; we partner with schools, examination boards, central governments and other professional institutions to enrich the lives of learners.
RM Group operates through three businesses: Technology (Managed Services, Software and Infrastructure for Schools), Assessment (Software and Services) and TTS (Educational Resources).
TTS has proudly supported the education sector for almost 40 years. Our in-house experts collaborate with teachers and educational experts to create unique and innovative resources that engage children and inspire a lifelong love of learning. Every TTS resource provides unlimited learning opportunities and is made to last, making the most of schools’ and nurseries’ limited budgets and ensuring years of classroom use.
Visit our website to find out more: https://www.tts-group.co.uk/
Job Purpose
To support the Contact Centre Operations and Service Manager and service centre leadership team, managing a team of Customer Service Advisors in ensuring that RM Resources Customers receive achieve accuracy with orders placed, manage all types of customer contact, resolve queries, continuous development of team members, implement processes, procedures, technologies, and strategies delivering first class customer experience
Responsibilities
Main Responsibilities
- To manage the workload of the team, allocating team members to optimise service provision, target achievement, customer satisfaction and administrative support across the hours of the operation of the Contact Centre
- To ensure the team follows established processes and procedures, including the recording of processing and progress of chasing enquiries, achieving KPI’s, SLA’s, targets and quality standards to maximise customer satisfaction
- To monitor the changing needs of the service offering, liaising with internal and external customers to identify areas for improvement and make recommendations for service improvement and implementing those improvements to the satisfaction of internal and external customers
- To ensure statistical information is produced, collated, and analysed on a daily, weekly, monthly basis to assist in the evaluation the efficiency of the team, people performance and process performance to continually improve customer satisfaction
- To supervise, coach and monitor team members, organising and conducting team meetings, 121’s, appraisals, development plan reviews and competency assessments
- To recruit, induct, develop and support a team delivering front-line, first-time resolution and back-office customer services to ensure resolution of enquiries complaints and requests for services in a timely and accurate manner
- To support the Contact Centre Manager in the development, testing and implementation of technologies and systems to ensure the most effective use of new technologies and opportunities
- To maintain health and safety, security of the team, equal opportunities, and customer service standards, supporting HR policies ensuring their understanding and adherence by team members
- To undertake the duties of a Customer Services Advisor as and when required to ensure that a high level of customer service is maintained and to undertake any other duties as required which are commensurate with the grading of the post
Experience
Knowledge, Skills & Experience
- Experience of working within a Customer Service/Contact Centre environment
- Previous Team Leader experience in a similar environment
- Understanding of contact centre methodologies
- Experience of using contact centre technologies
- Approachable
- Flexible
- Inquisitive
- Ability to use initiative
- Organised
- Team player
What’s in it for you?
At TTS we have My Work Blend @RM which provides office-based colleagues with multi location and hybrid working options. As well as your office base, you can spend a proportion of your time working at other locations that suit your role and your life, including home, other offices, customer sites, distribution centres or on the move. We encourage you to discuss arrangements for this role with your potential line manager during the recruitment process.
As well as a competitive salary and our core benefits package which includes private medical healthcare, life assurance and a Group Personal Pension Plan with higher contribution levels available, some roles are also eligible for a performance-related bonus. There are lots of voluntary benefits too. You could buy additional annual leave, join our dental plan, sign up for a health assessment, or take part in our cycle to work scheme. You could even earn yourself an extra bonus for successfully recommending a friend or family member for a position within RM.
To better reflect the society that we serve, we’re committed to building a diverse workforce and creating an inclusive and welcoming environment for all. To achieve this, we create teams of talented people from different backgrounds and experiences and strive to be a business where our people can bring their whole selves to work. We also want to make the recruitment process as inclusive as possible for everyone. Should you require additional support with your application or through the interview process, please contact us at recruitment@rm.com.
Unfortunately, we are unable to offer visa sponsorship for this role.
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Customer Service
-
Industries
IT Services and IT Consulting and Education
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Contact Centre Team Leader employer: RM plc
Contact Detail:
RM plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Team Leader
✨Tip Number 1
Familiarise yourself with RM's mission and values. Understanding how they enrich the lives of learners will help you align your answers during interviews and demonstrate your passion for education technology.
✨Tip Number 2
Highlight your experience in managing teams within a contact centre environment. Be ready to discuss specific examples of how you've improved customer satisfaction and team performance in previous roles.
✨Tip Number 3
Prepare to showcase your knowledge of contact centre technologies. Research the latest tools and methodologies used in the industry, as this will show your commitment to staying current and improving service delivery.
✨Tip Number 4
Demonstrate your leadership skills by preparing examples of how you've coached and developed team members. RM values continuous development, so be ready to discuss your approach to mentoring and supporting others.
We think you need these skills to ace Contact Centre Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and team leadership. Use specific examples that demonstrate your ability to manage a team and improve customer satisfaction.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for education technology and your understanding of RM's mission. Mention how your skills align with the responsibilities of the Contact Centre Team Leader role.
Highlight Relevant Skills: Emphasise skills such as team management, problem-solving, and familiarity with contact centre technologies. Provide examples of how you've successfully implemented processes or improved team performance in previous roles.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at RM plc
✨Showcase Your Leadership Skills
As a Contact Centre 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 coaching and mentoring experiences.
✨Understand Customer Service Metrics
Familiarise yourself with key performance indicators (KPIs) and service level agreements (SLAs) relevant to contact centres. Be ready to discuss how you have used these metrics to improve customer satisfaction in previous roles.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Think about common challenges in a contact centre environment and prepare your responses on how you would handle them effectively.
✨Research RM and Its Values
Take the time to understand RM's mission and values, especially their commitment to education technology. This will help you align your answers with their goals and show your genuine interest in the company.
