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- Tasks: Lead and motivate a team of Customer Service Agents to deliver exceptional service.
- Company: Conduent provides mission-critical services for Fortune 100 companies and governments worldwide.
- Benefits: Enjoy 33 days annual leave, private medical insurance, and discounts on cinema tickets.
- Why this job: Join a vibrant culture where your individuality is valued and make a real impact.
- Qualifications: Experience in team leadership and a passion for customer service are essential.
- Other info: Located just a short walk from Leeds railway station with flexible shift patterns.
The predicted salary is between 28800 - 42000 £ per year.
Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.
Do you have a passion for people, the drive to deliver fantastic customer service whilst monitoring, coaching, and supporting your team to achieve KPI targets? Here at Conduent we are looking for an experienced Team Leader to lead, coach and motivate team members here in our Leeds-based Contact Centre. Supporting a team of 10-15 Customer Service Agents in our Contact Centre delivering services to customers. This role will be supporting a busy transportation client and involves the department who deal with the managing of customer calls, web chat and correspondence. Being enthusiastic and motivated to deliver an outstanding level of service is paramount to our global & mission-critical services.
Contract: Full Time Permanent
Location: Leeds, LS11 5BD
Shifts: 37.5 hours per week, rotational shifts - Monday to Sunday between the hours of 8.00am and 8:00pm with alternate days worked on a weekend.
Salary: D.O.E
Your responsibilities will include:
- Management of Sickness and Absence
- Performance Monitoring, Coaching & delivering role model behaviours.
- Performance Management.
- Holding team meetings.
- Delivering one to one sessions.
- Delivering a fun and engaged environment.
- Monitor adherence.
- Work as part of a team.
What we are looking for:
- Assists others in achieving goals.
- Ability to manage hiring and termination actions and training for multiple employees.
- Manages performance appraisals and pay reviews for team members.
- Accountable for functional, operational, and program management.
- Supervises daily tasks of the business, technical support, and production teams.
- Responsible for team results.
- Works within established precedents and practices.
- Evaluates and organises information to solve problems and challenges.
- Ability to work without supervision.
- Comprehensive understanding of processes, procedures, systems, and concepts.
- Ability to coordinate team efforts to achieve overall company and client goals.
- Directly impacts the quality of services provided.
- Supports and trains team members to impact end user experiences.
- Provides supervision including coaching and quality checks to support associate progress.
- Solves problems and evaluates possible solutions using past technical experience.
What we offer you:
- 33 days annual leave (including bank holidays)
- Life Assurance x 4 annual salary
- Private Dental Plan
- Private Medical Insurance (Aviva)
- Income Protection Scheme
- EAP including local discount.
- Excellent Online Learning Platform
- Cinema Society Discounts
- Apprenticeships
- Free Eye Tests
- Mentoring Programs
Travel & parking information: We are based a short 10–15-minute walk from Leeds railway station.
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form. Complete the form and then email it as an attachment to FTADAAA@conduent.com.
At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent.
Team Leader, Customer Experience employer: Conduent
Contact Detail:
Conduent Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Team Leader, Customer Experience
✨Tip Number 1
Familiarise yourself with Conduent's mission and values. Understanding their commitment to exceptional customer service will help you align your responses during interviews, showcasing how your personal values match theirs.
✨Tip Number 2
Prepare specific examples of how you've successfully led teams in the past. Highlight your experience in coaching and motivating team members, as this is crucial for the Team Leader role.
✨Tip Number 3
Research common challenges faced in customer experience roles, especially in a contact centre environment. Being able to discuss these challenges and your strategies for overcoming them will demonstrate your expertise.
✨Tip Number 4
Network with current or former employees of Conduent on platforms like LinkedIn. Gaining insights from their experiences can provide you with valuable information to use in your application and interviews.
We think you need these skills to ace Team Leader, Customer Experience
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and team leadership. Use specific examples that demonstrate your ability to manage performance, coach team members, and achieve KPIs.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your motivation to lead a team. Mention how your previous experiences align with the responsibilities outlined in the job description.
Showcase Leadership Skills: Emphasise your leadership skills in both your CV and cover letter. Provide examples of how you've successfully managed teams, conducted performance appraisals, and created an engaging work environment.
Proofread Your Application: Before submitting, carefully proofread your application materials. Check for spelling and grammatical errors, and ensure that all information is clear and concise. A polished application reflects your attention to detail.
How to prepare for a job interview at Conduent
✨Show Your Passion for Customer Service
Make sure to express your enthusiasm for delivering exceptional customer service. Share specific examples from your past experiences where you went above and beyond to help customers, as this aligns perfectly with the role's focus.
✨Demonstrate Leadership Skills
As a Team Leader, you'll need to showcase your ability to motivate and coach others. Prepare to discuss your leadership style and provide examples of how you've successfully managed teams in the past, particularly in high-pressure environments.
✨Understand the Company Culture
Research Conduent's values and culture before the interview. Be ready to discuss how your personal values align with theirs, especially regarding individuality and teamwork, which are highlighted in the job description.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and decision-making skills. Think of scenarios where you've had to handle difficult situations or conflicts within a team, and be prepared to explain your thought process and outcomes.