At a Glance
- Tasks: Lead and inspire a team to achieve sales and customer service targets.
- Company: Join a well-established, customer-focused business in Manchester.
- Benefits: Enjoy 36 days annual leave, private healthcare, and regular team socials.
- Other info: Flexible working with a hybrid model and great career growth opportunities.
- Why this job: Make a real impact by driving a strong outbound sales culture.
- Qualifications: Previous team leader experience and a background in outbound sales required.
Get Recruited are working exclusively with a well-established, customer-focused business that's looking for an experienced Contact Centre Team Leader to join their team. This is an exciting opportunity to lead a team in a fast-paced environment where customer experience and commercial performance go hand in hand. The team currently manages a mix of inbound and outbound customer interactions, but the business is now placing a greater emphasis on growing its outbound sales activity.
They're looking for a hands-on people leader who can inspire, coach and develop advisors to become more confident in outbound sales. This isn't a role where you'll be expected to make sales calls yourself, but you'll need to have a strong background in outbound sales so you can effectively mentor and motivate the team to maximise opportunities and drive performance.
This is a great opportunity for someone from a sales, loyalty, retention, customer service operations, team leader, sales team leader or similar role.
THE ROLE:- Lead, coach and motivate a team to achieve sales, retention and customer service targets.
- Drive a stronger outbound sales culture by building confidence and engagement across the team.
- Support advisors with consultative selling techniques and help maximise every customer opportunity.
- Monitor individual and team performance, using coaching and regular 1-2-1s to improve results.
- Analyse performance data to identify trends and areas for improvement.
- Support targeted outbound campaigns and ensure they are delivered effectively.
- Create a positive, high-performing team environment where people feel supported and accountable.
- Work closely with training, quality and operational teams to continuously improve performance.
- Handle escalated customer issues where required.
- Support workforce planning and ensure service levels are maintained.
- Lead the team through change and encourage continuous improvement.
- Previous Team Leader or management experience.
- A background in sales, with hands-on outbound sales experience.
- B2C experience would be preferred.
- Experience coaching and development to improve sales performance.
- Strong communication and leadership skills.
- Commercially minded with the ability to drive performance through coaching rather than direct selling.
- Confident analysing performance data and identifying opportunities for improvement.
- Resilient, organised and able to positively influence others.
- Flexible and willing to work occasional weekend shifts (typically around one weekend per month).
- Time worked at the weekend is balanced with reduced hours during the week, helping to maintain a healthy work-life balance.
- 36 days annual leave.
- Enhanced pension.
- Private healthcare and dental.
- Life assurance.
- Employee Assistance Programme.
- Retail discounts.
- Enhanced family leave.
- Cycle to Work scheme.
- Regular team social events.
Contact Centre Team Leader in Manchester employer: Get Recruited (UK) Ltd
Join a dynamic and customer-focused team as a Contact Centre Team Leader in Manchester, where you will have the opportunity to inspire and develop your team in a hybrid working environment. With a strong emphasis on employee growth, you will benefit from 36 days of annual leave, private healthcare, and regular team social events, all while fostering a positive culture that prioritises both performance and well-being. This role not only offers competitive remuneration but also a chance to make a meaningful impact in a thriving business dedicated to enhancing customer experience.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Team Leader in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Get Recruited (UK) 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 Get Recruited (UK) 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 Contact Centre Team Leader in Manchester
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 Get Recruited (UK) Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Get Recruited (UK) 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 Get Recruited (UK) Ltd!
How to prepare for a job interview at Get Recruited (UK) 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.
