At a Glance
- Tasks: Lead a team of Arc Room Controllers and ensure top-notch performance.
- Company: Join a well-known security company with a focus on growth.
- Benefits: Competitive salary of £29,920 and opportunities for personal development.
- Other info: Flexible shift patterns and a chance to develop your leadership skills.
- Why this job: Make a real impact by leading a dynamic team in a vital industry.
- Qualifications: 2 years of supervisory experience and strong communication skills required.
The predicted salary is between 29920 - 29920 £ per year.
Brook Street Recruitment is working on behalf of our client - a well-known security company to recruit an experienced Team Leader to join the expanding business. The role will involve managing a team of Arc Room Controllers.
Duties:
- Ensure the effective running of the shift team
- Manage the event and call handling performance of the shift team to achieve and exceed KPI's
- Responsible for maintaining and improving on the quality of work being delivered by the team
- Ensure full compliance to NSI and other Industry Standards
- Monitor and manage the personal development needs of the team
- Hold one to one meetings to improve motivation and morale
- Help identify, develop and deliver training/coaching of the team
- Assist in the analysis and resolution of selected customer complaints
- Maintain a relevant production of succinct and timely reports for all aspects of shift team's performance across all activities
- Ensure appropriate technical and operational knowledge is kept up to date to allow input to the Monitoring Services continuous learning and process improvement plans
- Ensure Health and Safety standards are followed within the SOC
- Ensure company standards, principles and values are upheld and openly promoted
Criteria:
- Minimum 2 years supervisory experience in an operational role
- Minimum of 5 GCSEs including English and Maths at grade C or above (or equivalent)
- Comprehensive IT skills including ability to use all MS Office packages, including Excel
- Ability to operate in a professional and confidential manner at all times
- Excellent communication skills, both written and verbal. Able to communicate effectively with all levels of business, internal & external
- Self-motivated and able to work on their own initiative
- Strong organisational and time management skills
- Good people development and management skills
This job description is not intended to be either restrictive or definitive. It is important to note that the responsibilities of the post may change to meet the evolving needs of the services that the Company provides. No job description can cover every issue which may arise within the post and the post holder is expected to carry out other duties from time to time which are broadly consistent with those in this document.
The role will require the person hired to work on a rota basis of shifts 7am to 7pm and 7am to 7pm - usually 36hrs one week and 48hrs the next. The salary for the role is £29,920 per annum.
Team Leader - Call Centre employer: Allscreens Nationwide Ltd
Allscreens Nationwide is an exceptional employer, offering a supportive team culture where employees are valued and encouraged to thrive. With access to state-of-the-art training facilities and opportunities for career progression, our Automotive Glazing Technicians in Birmingham can expect not only competitive bonuses but also the chance to work with the latest technology in the industry. Join us and be part of a company that prioritises both employee well-being and customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Team Leader - Call Centre
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Allscreens Nationwide Ltd. 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 Allscreens Nationwide Ltd 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 Team Leader - Call Centre
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 Allscreens Nationwide Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Allscreens Nationwide Ltd 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 Allscreens Nationwide Ltd!
How to prepare for a job interview at Allscreens Nationwide Ltd
✨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.
