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- Tasks: Lead and inspire a team to deliver exceptional customer service experiences.
- Company: Join a family-run business with over 30 years of outstanding service.
- Benefits: Enjoy free parking, staff discounts, medical plans, and gym memberships.
- Why this job: Make a real impact by helping your team grow and succeed.
- Qualifications: 2-3 years of leadership experience in a contact centre environment.
- Other info: Be part of a progressive culture that values passion and innovation.
The predicted salary is between 30000 - 32000 £ per year.
Full-time on site - shifts between 8am - 8pm (39.5 hours a week). Rotational weekends - 1 in 4, with days off midweek. Salary - £30,000 - £32,000.
CCP are looking for an enthusiastic and engaging Contact Centre Team Leader who is passionate about helping people grow and creating memorable customer experiences. You will ensure daily operations run smoothly, monitor KPIs, and foster a positive, high performing team culture. Offering traditional customer care, this family-run business has over 30 years' experience delivering outstanding service to loyal customers across the UK.
Team Leader - Key Responsibilities:
- Lead, coach, and mentor a team of customer service agents to meet or exceed performance targets.
- Conduct one-on-one sessions, performance reviews, and team meetings.
- Provide real-time feedback, support, and guidance to improve service quality and productivity.
- Handle escalated customer issues and ensure timely resolution.
- Monitor agent call quality and service levels to ensure compliance with standards.
- Manage daily workflow and ensure adequate coverage across shifts.
- Analyse call metrics (AHT, FCR, CSAT, etc.) to identify trends and improvement opportunities.
- Identify and rectify training needs and skill gaps, encouraging continuous learning and skills enhancement.
- Support onboarding of new team members.
- Ensure adherence to company policies, procedures, and regulatory requirements.
- Always maintain data protection and confidentiality.
- Support implementation of quality assurance initiatives and process improvements.
- Prepare and deliver performance and operations reports to management.
- Communicate company updates, goals, and expectations clearly to the team.
- Act as a liaison between frontline agents and management to relay feedback and suggestions.
What You'll Bring:
- Strong leadership and people management skills.
- Exceptional communication and interpersonal abilities.
- Understanding of customer service metrics and best practices within a fast-paced contact centre.
- Resilience under pressure and ability to prioritise tasks.
- Possess an analytical and problem-solving mindset.
- Sound understanding of contact centre technologies (CRM, telephony, workforce tools).
Your Background:
- Minimum 2-3 years' experience leading in a contact centre environment.
- Proven track record of achieving service and performance targets.
- Proficiency in MS Office and customer management systems.
Benefits:
- Free onsite parking.
- Staff discount.
- Medical cash plan.
- Discounted gym memberships.
- Pension.
- Additional holiday entitlement.
- Cycle to work scheme.
- Progressive culture.
Apply today to be considered for the Contact Centre Team Leader. This is a fantastic opportunity to join a wonderful organisation built on high standards, passion, innovation, and quality.
For more information, contact Tim Campion on 0208 989 7779.
Contact Centre Team Leader in Kirkby employer: CCP Recruitment Limited
Contact Detail:
CCP Recruitment Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Team Leader in Kirkby
✨Tip Number 1
Get to know the company culture before your interview. Check out their website and social media to see how they interact with customers and employees. This will help you tailor your answers and show that you're a great fit for their team!
✨Tip Number 2
Practice your leadership stories! Think of specific examples where you've led a team or resolved a tough customer issue. We want to hear about your experiences, so be ready to share how you can bring that passion to the Contact Centre Team Leader role.
✨Tip Number 3
Don’t forget to ask questions during your interview! Show your interest in the role by asking about team dynamics, performance metrics, and how they support continuous learning. It’s a great way to demonstrate your enthusiasm for helping others grow.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always looking for passionate individuals who want to make a difference in customer service, just like you!
We think you need these skills to ace Contact Centre Team Leader in Kirkby
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for leading and helping others shine through. We want to see that you’re genuinely excited about creating memorable customer experiences and fostering a positive team culture.
Tailor Your CV: Make sure your CV highlights your relevant experience in contact centres and leadership roles. We love seeing specific examples of how you've met performance targets or improved team dynamics, so don’t hold back!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure your skills and experiences are easy to read and understand. Avoid jargon unless it’s relevant to the role!
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’re considered for this fantastic opportunity with our friendly team!
How to prepare for a job interview at CCP Recruitment Limited
✨Know Your Metrics
Familiarise yourself with key customer service metrics like AHT, FCR, and CSAT. Be ready to discuss how you've used these metrics in your previous roles to drive performance and improve team outcomes.
✨Showcase Your Leadership Style
Prepare examples that highlight your leadership and coaching abilities. Think about specific instances where you’ve successfully mentored team members or resolved conflicts, as this will demonstrate your capability to lead a high-performing team.
✨Understand the Company Culture
Research CCP’s values and culture. Be prepared to explain how your personal values align with theirs and how you can contribute to fostering a positive team environment. This shows you’re not just looking for any job, but a place where you can truly make an impact.
✨Prepare for Scenario Questions
Anticipate scenario-based questions related to customer service challenges. Think through how you would handle escalated issues or improve team performance under pressure, as this will showcase your problem-solving skills and resilience.