At a Glance
- Tasks: Lead and motivate a dynamic sales team to achieve performance targets.
- Company: Join Edward Mellor Estate Agents, a leading name in the property market.
- Benefits: Competitive salary with OTE £40k+, staff discounts, and 30 days holiday.
- Other info: Fast-paced environment with opportunities for career growth and development.
- Why this job: Make a real impact by enhancing customer experiences and developing your team.
- Qualifications: Experience in call centres, coaching, and strong communication skills required.
The predicted salary is between 28800 - 42000 £ per year.
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Direct message the job poster from Edward Mellor Estate Agents
Our customers now have a greater choice of estate agents than ever before, yet their choice of estate agent has never been more important.
If you’ve an experienced phone engagement background, you’ll understand the difficulties faced in your role and finding the right balance between dealing with the volume of traffic and the quality of conversation to ensure the best outcome for the customer.
You will have experience of working in a fast-paced environment, where good call handling is crucial to customer experience. Previous experience of working in a call centre environment is highly advantageous or experience in coaching and mentoring staff.
Based at our head office in Stockport working Monday to Friday and, forms part of our exciting specialist teams, working both centrally and across our branch network.
Key Responsibilities
- Lead, coach, and motivate specific members of our sales team, to achieve individual and team performance targets.
- Conduct regularcall listening sessionsand provide structured feedback to improve communication, negotiation, and sales skills.
- Monitorcall volumes and incoming call traffic, ensuring are being productive during their working day.
- Review and analyse performance metrics, ensuring KPIs and service levels are consistently met.
- Verify conversations are reflected within our CRM.
- Deliver ongoing, coaching, and performance reviews to support team development.
- Identify areas for improvement and implement action plans to enhance customer experience and conversion rates.
- Ensure compliance with company policies, industry regulations, and data protection standards.
- Prepare reports and updates for senior management on team performance, call activity, trends, and development needs.
- Support onboarding, and training of new staff members as required.
Skills & Experience Required
- A background in performance management, coaching, and staff development.
- Excellent communication, motivational, and interpersonal skills.
- Analytical mindset with the ability to interpret performance data and act decisively.
- Full UKclean driving licence with a car/access to a car for business use is essentialdriving licence and willingness to travel regularly to our branch locations
- Hours of work are from 9am-5:30pm Monday to Thursday, 9am-5pm Friday, managing Saturday shift patterns.
- Team Management within a busy contact centre environment, with a team of inbound and outbound customer service advisers.
- Ensure the team’s calls and back office processes are handled to the required qualities, by analysing calls both remotely and side by side, providing ongoing feedback.
- Strong planning and organisational skills with detailed day to day resource planning for the team.
- Regularly reviews in monitoring live call statistics to ensure that service levels are achieved on a consistent basis and delivery of the customer experience.
- Achieve targets relating to queue management, lead qualification, lead conversion and the Estates sales performance.
- Excellent verbal and written communication skills with a proven ability to listen, understand and inspire.
- Proven ability to build, develop and maintain good relationships delivering best in class customer service to both external and internal stakeholders.
In return we offer
- A competitive salary, OTE £40k+ based on experienced and knowledge
- Mon to Thurs 9am – 5:30pm Friday 9am – 5:00pm
- Staff discounts on our services
- Company Pension after qualifying period
- 30 days holiday including Bank Holidays.
Call Centre Team Leader in Stockport employer: Edward Mellor Estate Agents
At Edward Mellor Estate Agents, we pride ourselves on being an exceptional employer that values the growth and development of our team members. Located in Stockport, our vibrant work culture fosters collaboration and innovation, offering competitive salaries, generous holiday allowances, and a supportive environment for coaching and mentoring. Join us to lead a dedicated sales team and make a meaningful impact in the estate agency sector while enjoying the benefits of a company that truly invests in its people.
Contact Details:
Edward Mellor Estate Agents Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Call Centre Team Leader in Stockport
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Edward Mellor Estate Agents. 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 Edward Mellor Estate Agents 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 Call Centre Team Leader in Stockport
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 Edward Mellor Estate Agents:Your cover letter is your chance to shine! Tell us why you want to work at Edward Mellor Estate Agents 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 Edward Mellor Estate Agents!
How to prepare for a job interview at Edward Mellor Estate Agents
✨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.
