At a Glance
- Tasks: Lead and develop a team to deliver top-notch customer service in a fast-paced call centre.
- Company: Join a supportive and inclusive team at PIB Group, focused on growth and collaboration.
- Benefits: Enjoy a competitive salary, benefits package, and opportunities for career progression.
- Other info: Be part of a diverse workforce that values every individual and promotes inclusivity.
- Why this job: Make a real impact by enhancing customer experiences and driving team success.
- Qualifications: Experience in a team leader role with strong people skills and a passion for coaching.
The predicted salary is between 30000 - 40000 £ per year.
We are looking for a proactive and people‑focused Team Leader to join our Referencing Team. You will lead a team of Customer Service Specialists to deliver high‑quality, accurate and timely tenant references, ensuring an excellent experience for our customers and partners across both the HomeLet and Let Alliance brands. We operate in a fast paced, call centre environment therefore call centre management experience is highly desirable. You will be responsible for day‑to‑day performance, coaching and supporting your team, driving continual improvement and acting as an escalation point for complex queries.
Key Responsibilities
- Lead, coach, and develop a team of Referencing Specialists to achieve quality, productivity and service targets.
- Manage workflow and resource to ensure SLAs are met across multiple brands and systems.
- Act as an escalation point for complex cases, complaints and queries, ensuring these are resolved swiftly and professionally.
- Monitor and report on team performance, using MI to identify trends, risks and opportunities for improvement.
- Drive a strong customer‑centric culture, ensuring each interaction reflects our values and brand standards.
- Support the onboarding and training of new starters and cross‑skilling of existing team members.
- Ensure adherence to regulatory, legal and internal policy requirements at all times.
- Champion process improvements and work collaboratively with other teams and stakeholders to implement change.
About You
- Proven experience in a team leader/supervisory role within a contact centre, operations, financial services or similar environment.
- Strong people leadership skills with a passion for coaching, feedback and development.
- Excellent communication skills, with the ability to manage difficult conversations and escalations calmly and professionally.
- Highly organised with the ability to prioritise, manage change and work to tight deadlines.
- Strong attention to detail and a focus on quality, accuracy and compliance.
- Comfortable working with MI and systems to understand performance and make decisions.
- A collaborative approach, able to build effective relationships across teams and locations.
- Experience in tenant referencing, insurance, lettings or financial services would be an advantage but is not essential.
What We Offer
- A supportive, friendly and collaborative team environment.
- Opportunities for development and progression within PIB Group.
- Competitive salary and benefits package.
We are an equal opportunities employer, committed to hiring a diverse and inclusive workforce. We do not discriminate on the basis of race, colour, gender, religion, disability, age, sexual orientation, or any other characteristic protected by law.
Customer Service / Call Centre Team Leader in Chester employer: Barbon Group Ltd.
Join PIB Group as a Customer Service / Call Centre Team Leader and thrive in a supportive, collaborative environment that prioritises employee growth and development. With a competitive salary and benefits package, you'll lead a dedicated team to deliver exceptional service while enjoying opportunities for progression within the company. Our commitment to diversity and inclusion ensures a welcoming workplace where every voice is valued.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service / Call Centre Team Leader in Chester
✨Tip Number 1
Get to know the company culture! Before your interview, check out their social media and website to see how they interact with customers. This will help you tailor your responses and show that you're a great fit for their team.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or in front of the mirror. Focus on showcasing your leadership skills and how you've handled tough situations in the past.
✨Tip Number 3
Be ready to share specific examples from your experience. Think about times when you led a team to success or resolved a complex issue. This will demonstrate your capability and give the interviewer confidence in your skills.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that keeps you fresh in their minds and shows your enthusiasm for the role.
We think you need these skills to ace Customer Service / Call Centre Team Leader in Chester
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the job description. Highlight your call centre management experience and any relevant achievements to show us you're the right fit for our team.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you’re passionate about leading a team in a fast-paced environment. Share specific examples of how you've successfully coached and developed team members in the past.
Showcase Your Communication Skills:Since excellent communication is key for this role, make sure your application is clear and concise. Use professional language but let your personality shine through – we want to see the real you!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us during the process.
How to prepare for a job interview at Barbon Group Ltd.
✨Know Your Team Leadership Style
Before the interview, think about your leadership style and how it aligns with the company's values. Be ready to share specific examples of how you've successfully led a team in a call centre environment, focusing on coaching and development.
✨Familiarise Yourself with MI and Performance Metrics
Since the role involves monitoring team performance using management information, brush up on key metrics relevant to customer service. Prepare to discuss how you've used data to drive improvements in past roles.
✨Prepare for Escalation Scenarios
Expect questions about handling complex queries and complaints. Think of challenging situations you've faced and how you resolved them, showcasing your calmness and professionalism under pressure.
✨Showcase Your Customer-Centric Approach
The company values a strong customer-centric culture, so be prepared to discuss how you've ensured excellent customer experiences in previous roles. Share stories that highlight your commitment to quality and service standards.
