At a Glance
- Tasks: Lead a team to deliver exceptional customer experiences and achieve key performance goals.
- Company: Affinity Water, a company dedicated to inclusivity and community engagement.
- Benefits: Competitive salary, generous leave, wellness support, and professional development opportunities.
- Other info: Enjoy a vibrant workplace culture with opportunities for community volunteering.
- Why this job: Be an inspiring leader and make a real difference in customer service.
- Qualifications: Strong leadership skills and a passion for empowering teams.
The predicted salary is between 30000 - 40000 £ per year.
Affinity Water have a fantastic development opportunity to become a Contact Centre Team Leader
If you are looking to develop existing skills or take on a new challenge, click on the link below and apply today!
The Role
This role will include managing a team of front-line Advisors to deliver outstanding customer experience focused on ‘resolve first time, every time’ by positively achieving challenging Key Performance Indicators (KPI’s).
What you'll be doing
- Ensure regulatory compliance standards are consistently achieved (DPA, customer records) along with a thorough knowledge of C-Me X.
- Coach, lead and support the team to deliver a positive customer experience in an efficient and effective manner with resolve first time, every time' approach.
- Manages underperformance within the team and supports with effective development plans in a timely manner, maintaining attrition levels within plan.
- Inspirational and creative leader with first class communications skills (both written and verbal).
- Builds great business relationships with the people who report into them, identifies training/coaching needs and delivers to the team.
- Promotes a culture of diversity and inclusivity throughout the workplace.
- Confident managing operational incidents putting the customer & team wellbeing at forefront when making critical decisions.
What you'll need
- Ability to empower and engage the team, making Affinity Water a great place to work.
- Professional leadership skills, able to motivate and inspire people and gets results through others - Ensures employees know what is expected of them and provide regular, reflective and meaningful feedback (good or not so good).
- Good organisational and time management skills with a proven ability to plan, problem solve and prioritise.
- Ability to manage and oversee operational incidents putting the customer & team wellbeing at forefront when making critical decisions.
This role does require 1 in 6 weekend standby rota.
Benefits
- Competitive salary dependant on skills and experience
- Learning and development opportunities, including mentoring and a range of formal courses and open learning resources.
- Entry into the company annual bonus scheme.
- Annual leave from 23-27 rising with length of service, and the option to purchase up to 5 extra days.
- A ‘Celebration Day’ in addition to public holidays that people can use to celebrate a religious festival or other occasion that is important to them.
- A generous 'double match pension scheme' that doubles the contributions you make (company contribution capped at 12%)
- We offer a range of family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave and up to 5 full or 10 half days of paid Carers Leave.
- Menopause policy and Reasonable Adjustment policy to help everyone perform at their best.
- Access to our Wellbeing Centre with support for looking after your physical and mental health.
- Discounts at a Range of Retail Outlets and on Dental and Medical Insurance through our Tap4Perks scheme.
- Up to 4 Affinity days a year to volunteer in the community.
- Life Assurance.
- Disability Confident
As a Disability Confident employer, we’re committed to offering interviews to disabled candidates who meet the essential criteria and opt in on the application form.
Ask the Talent Acquisition lead for the full job description to see all the criteria.
If we have a very high volume of applicants and we’re not able to offer interviews to all, we’ll take a fair and proportionate number of disabled candidates through.
What is a disability?
A disability is a long-term physical or mental health condition that has a substantial impact on someone’s day-to-day activities.
What if I need adjustments during the recruitment process?
Let the Talent Acquisition lead mentioned on the job advert know – they’ll be able to help you.
Affinity Water recognises the benefits of greater diversity in our workforce to better reflect the communities we serve.
We are committed to building a more inclusive culture where every member of our workforce can thrive.
You can find out what it’s like to work at Affinity Water through our career site where our colleagues share their career development stories and you can get a feel for our company culture.
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Operations Contact Centre Team Leader Customer Experience · Hatfield · employer: Affinity Water
Affinity Water is an excellent employer, offering a dynamic work culture that prioritises employee development and well-being. With a competitive salary starting from £55,000 and a range of benefits tailored to support both personal and professional growth, employees can thrive in their roles while contributing to the success of a vital service. Located in a collaborative environment, this position provides unique opportunities to make a meaningful impact on workforce management for frontline advisors.
StudySmarter Expert Advice🤫
We think this is how you could land Operations Contact Centre Team Leader Customer Experience · Hatfield ·
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Affinity Water. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Affinity Water before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Operations Contact Centre Team Leader Customer Experience · Hatfield ·
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Affinity Water:Your cover letter is your chance to shine! Tell us why you want to work at Affinity Water specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Affinity Water!
How to prepare for a job interview at Affinity Water
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
