Contact Centre Team Leader

At Damart our customers are everything and that includes our fantastic colleagues!We are looking for a proactive team player who can motivate and develop others, while working in a fast-paced environment. You will have the opportunity to make a real difference to the business and be actively involved in shaping and implementing Customer Service improvement projects.Job Overview Fixed term up to 12 months.Part Time – 26.25 hours, the shift will include working Saturday & Sunday every other weekend.You will be responsible for leading, coaching and developing a team of advisors to deliver excellent customer service, achieving and exceeding agreed targets against business objectives. You will also be responsible for activities which support maintaining the department\’s service levels; managing call volumes, email customer contacts and customer correspondence. Being confident in delivering and exceeding agreed targets / KPI\’s against business objectives is essential, and you will also contribute to the Contact Centre\’s overall performance and capability. With a keen focus on quality and excellent service, your goal will be to ensure that our customers remain front of mind, and we continue with our proud accreditation from the Institute of Customer Service.Key Responsibilities Plan, implement and deliver coaching strategies that will complement our passion for delivering excellent customer service.Provide effective leadership and support the team to ensure that service levels are in line with agreed standards.Implement regular feedback and performance review sessions, ensuring the team is meeting and exceeding targets.Ensure that all processes and procedures are adhered to in line with company guidelines and policy.Leading or being a key member of various projects and initiatives.Generating and implementing fresh ideas and initiatives within the Contact Centre.Collaborating with other Team Leaders to manage the real time customer service operation.Skills and Experience The ideal candidate will have previous experience working as a Contact Centre Team Leader.You will also have excellent organisational and communication skills, be passionate about delivering world class customer service and have excellent time management skills.If you are already a Damart colleague and you are interested in this opportunity; please apply through the internal application found on the Hub and not this post.#J-18808-Ljbffr