At a Glance
- 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.
- Other info: Be part of a progressive culture that values passion and innovation.
- 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.
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
CCP is an exceptional employer that prioritises employee growth and a supportive work culture, making it an ideal place for those passionate about customer service. With over 30 years of experience, this family-run business offers a range of benefits including free onsite parking, medical cash plans, and discounted gym memberships, all while fostering a progressive environment where team leaders can thrive and make a meaningful impact. Join a friendly, hard-working team dedicated to delivering outstanding service and creating memorable customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Team Leader in Kirkby
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at CCP Recruitment Limited. 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 CCP Recruitment Limited 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 Contact Centre Team Leader in Kirkby
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 CCP Recruitment Limited:Your cover letter is your chance to shine! Tell us why you want to work at CCP Recruitment Limited 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 CCP Recruitment Limited!
How to prepare for a job interview at CCP Recruitment Limited
✨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.
