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- Tasks: Lead a team of up to 10 in delivering top-notch customer service.
- Company: Join a leading equipment hire service provider making waves in the industry.
- Benefits: Enjoy life insurance, a company pension, and free on-site parking.
- Why this job: Be part of a dynamic team focused on performance improvement and customer satisfaction.
- Qualifications: Previous team leader experience in a call centre is essential.
- Other info: Flexibility required for weekend shifts; car driver needed due to office location.
The predicted salary is between 30000 - 32000 £ per year.
CCR is proud to be supporting a services provider relating to Equipment Hire within their specialist sector. Hiring for a Customer Service Team Leader (Call Centre Team Leader) managing a team of up to 10. This person will have a focus on personnel management, setting and monitoring of KPI's, and ensuring SLA agreements are met.
Working hours: Flexibility is needed, one in three weekends with the two days off that week. A car driver is required due to the office location.
Duties:
- Ensure all calls are taken in a timely manner and managed well amongst the team.
- Speak with long established accounts and customers daily both by phone and email.
- Ensure relevant reports are in place, up to date and added to the system in time.
- Identify opportunities to enhance internal processes which promote best practice and lead to overall performance improvement and organisational efficiency.
- Manage the team's holiday rota & sickness and manage the Call Centre shift rota pattern to always ensure required coverage.
- Monitor performance and lead the team to achieve key performance indicators (KPIs) and provide an excellent service to customers.
- Use CRM system to manage the functions of receiving, analysing, resolving and documenting customers issues and complaints in accordance with the organisations requirement.
- Assist with any administrative duties as required.
- Assist Call Centre Agents where necessary.
Benefits:
- Life insurance
- Company pension
- Free parking
- On-site parking
Experience:
- Team leader or management experience.
- Experience setting and monitoring KPI's and working within strict SLA's.
- Experience leading a team in a call centre, service managed environment.
Customer Service Team Leader in Basildon employer: CCR RECRUITMENT SERVICES LTD
Contact Detail:
CCR RECRUITMENT SERVICES LTD Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Leader in Basildon
✨Tip Number 1
Familiarise yourself with the specific KPIs and SLAs relevant to the customer service industry. Understanding these metrics will not only help you in interviews but also demonstrate your commitment to achieving performance excellence.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed a team in the past. Be ready to discuss how you motivated your team, resolved conflicts, and improved overall performance.
✨Tip Number 3
Research the company’s values and culture. Tailor your conversation during the interview to reflect how your personal values align with theirs, which can significantly increase your chances of landing the job.
✨Tip Number 4
Prepare insightful questions about the role and the team dynamics. This shows your genuine interest in the position and helps you assess if the company is the right fit for you.
We think you need these skills to ace Customer Service Team Leader in Basildon
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in team leadership and customer service. Emphasise any previous roles where you managed KPIs and SLAs, as these are crucial for the Customer Service Team Leader position.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and leadership. Mention specific examples of how you've successfully led teams and improved processes in past roles, aligning with the job description provided.
Highlight Relevant Skills: Focus on skills that are directly related to the role, such as personnel management, performance monitoring, and CRM system proficiency. Use bullet points to make these stand out in your application.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is essential for a leadership role.
How to prepare for a job interview at CCR RECRUITMENT SERVICES LTD
✨Showcase Your Leadership Skills
As a Customer Service Team Leader, it's crucial to demonstrate your leadership abilities. Prepare examples of how you've successfully managed teams in the past, focusing on how you motivated team members and resolved conflicts.
✨Understand KPIs and SLAs
Familiarise yourself with key performance indicators (KPIs) and service level agreements (SLAs) relevant to the role. Be ready to discuss how you've set and monitored these metrics in previous positions, as this will show your understanding of the expectations for the role.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle customer complaints. Think of specific situations where you improved processes or enhanced customer satisfaction, and be prepared to share these stories.
✨Demonstrate Flexibility and Commitment
Since the role requires flexibility with working hours, including weekends, express your willingness to adapt. Highlight any previous experiences where you successfully managed similar schedules, showing that you're committed to meeting the team's needs.
