At a Glance
- Tasks: Lead and develop high-performing teams in a fast-paced contact centre environment.
- Company: Join DCBL, an award-winning debt collection agency making a difference.
- Benefits: Competitive salary, career development, and a dynamic work environment.
- Other info: Opportunity for travel and collaboration with a supportive leadership team.
- Why this job: Make a real impact by developing talent and driving performance.
- Qualifications: Experience in leadership roles with strong communication and organisational skills.
The predicted salary is between 35000 - 35000 £ per year.
Location: Runcorn – Office Based – Contact Centre
Salary: Up to £35,000 dependant on experience
Join Our Team! DCBL – award winning debt collection. We are looking for an experienced and motivated Senior Relationship Team Leader to support the leadership of our South Africa Contact Centre operations. This is an exciting opportunity for a passionate leader who thrives in a fast-paced environment and enjoys developing high-performing teams while delivering exceptional customer service.
Reporting to the Contact Centre Manager, you will lead up to two Relationship teams, provide operational support, and act as deputy when required. You will also oversee our UK Collections Administration team and support key business functions including performance management, compliance, invoicing, and HR processes, ultimately driving performance to maximise collections on behalf of our clients. As the role supports South Africa, you may be required to travel as part of your role.
What You'll Be Doing
- Lead, motivate and develop up to two Relationship teams within our South Africa Contact Centre.
- Coach and support team members to achieve individual and team performance targets.
- Drive collections in line with operational targets.
- Monitor KPIs and implement improvement plans to drive high performance.
- Conduct regular performance reviews, coaching sessions and development planning.
- Ensure compliance with company policies, legal requirements and data security standards.
- Lead the UK Head Office Administration team, ensuring productivity and quality standards are achieved.
- Manage invoicing for the South Africa operation.
- Work closely with Quality Assurance to improve service delivery and customer outcomes.
- Oversee workload management, including scanned post allocation and administrative processes.
- Support HR activities including attendance management, conduct issues and performance management.
- Act as deputy for the Contact Centre Manager when required.
- Collaborate with fellow Team Leaders to share best practice and provide cover during periods of leave.
What We're Looking For
- Previous experience in a Team Leader, Supervisor or Management role.
- Strong leadership and people management skills.
- Excellent communication and interpersonal skills.
- Proven ability to coach, motivate and develop teams.
- Strong organisational and time management skills.
- Experience managing KPIs and driving performance improvement.
- Good analytical and problem-solving abilities.
- High level of computer literacy, including Microsoft Word and Excel.
- Understanding of operational processes, compliance and quality standards.
- Ability to work in a fast-paced, changing environment.
Why Join Us?
- Be part of a supportive and collaborative leadership team.
- Opportunity to make a real impact by developing people and improving performance.
- Career development and progression opportunities.
- A dynamic and rewarding working environment.
If you're a passionate leader who enjoys developing people, driving performance and delivering outstanding service, we'd love to hear from you. Apply today!
Senior Relationship Team Leader in Runcorn employer: DCB Legal Ltd
At DCBL, we pride ourselves on being an award-winning employer that fosters a supportive and collaborative work culture. As a Senior Relationship Team Leader in our Runcorn office, you will have the opportunity to make a significant impact by developing high-performing teams and driving exceptional customer service. With a focus on career development and progression, we offer a dynamic environment where your leadership skills can truly shine.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Relationship Team Leader in Runcorn
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at DCB Legal Ltd. 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 DCB Legal Ltd 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 Senior Relationship Team Leader in Runcorn
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 DCB Legal Ltd:Your cover letter is your chance to shine! Tell us why you want to work at DCB Legal Ltd 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 DCB Legal Ltd!
How to prepare for a job interview at DCB Legal Ltd
✨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.
