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- Tasks: Lead a team in delivering exceptional customer service across various journeys.
- Company: Join a rapidly expanding UK Retentions department focused on excellence.
- Benefits: Enjoy hybrid working flexibility and a supportive team atmosphere.
- Why this job: Be a champion for customer satisfaction while fostering a culture of learning and achievement.
- Qualifications: Experience in contact center leadership is essential.
- Other info: Work Monday to Friday with a rotational shift pattern.
The predicted salary is between 36000 - 60000 £ per year.
Team Leader – Home Operations As a result of our UK Retentions department expanding significantly, we are seeking contact centre Team Leaders with experience to join us on our onshoring journey. You will be supporting our customers across multiple journeys including Join, Change & Renew, adapting your approach to deliver a positive customer outcome You will be responsible for building a culture of excellence within your team by giving clear guidance and making sure colleagues know how important their role is in delivering our business strategy. You will do this by recognising achievements, while creating a great team atmosphere and a learning culture. Keeping the customer at the heart of everything you do, you\’ll be a champion for first time call resolution, demonstrating to your team how this can be achieved through effective listening, problem solving and taking ownership. Our approach to Hybrid Working: With hybrid working, you have more flexibility, our current in office day is Tuesday, however you can always opt to work from the office more frequently if that suits you better. It may be necessary for you to visit the office more often if we plan training and events or if you have team members who need more face-to-face coaching or guidance. Working Hours/ Shift Patterns: 37.5 Hours per week, a Monday to Friday rotational shift pattern between the hours of 08:00 – 19:00. …
Operations Team Leader - Home employer: Hastings Direct Careers
Contact Detail:
Hastings Direct Careers Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Team Leader - Home
✨Tip Number 1
Familiarize yourself with the key metrics and goals of a successful contact center. Understanding how to measure team performance and customer satisfaction will help you demonstrate your leadership capabilities during the interview.
✨Tip Number 2
Showcase your experience in building a positive team culture. Be ready to share specific examples of how you've recognized achievements and fostered a learning environment in your previous roles.
✨Tip Number 3
Prepare to discuss your approach to hybrid working. Highlight any past experiences where you successfully managed remote teams or adapted to flexible work environments, as this aligns with our current working model.
✨Tip Number 4
Emphasize your problem-solving skills and ability to take ownership of customer issues. Be ready to provide examples of how you've resolved complex customer queries and led your team to achieve first call resolution.
We think you need these skills to ace Operations Team Leader - Home
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Operations Team Leader position. Highlight key responsibilities and required skills, and think about how your experience aligns with these.
Tailor Your CV: Customize your CV to reflect your leadership experience in contact centers. Emphasize your ability to build a positive team culture, support customer journeys, and achieve first call resolution.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and team leadership. Use specific examples from your past roles to demonstrate how you have successfully led teams and improved customer outcomes.
Highlight Relevant Achievements: In both your CV and cover letter, include quantifiable achievements that illustrate your impact in previous roles. This could be improvements in team performance, customer satisfaction scores, or successful projects you've led.
How to prepare for a job interview at Hastings Direct Careers
✨Show Your Leadership Skills
As a Team Leader, it's crucial to demonstrate your leadership abilities during the interview. Share specific examples of how you've successfully led teams in the past, focusing on how you fostered a positive team atmosphere and recognized individual achievements.
✨Emphasize Customer-Centricity
Make sure to highlight your commitment to customer satisfaction. Discuss how you've previously ensured that customer needs were met and how you champion first call resolution within your teams. This will show that you align with the company's focus on delivering excellent customer outcomes.
✨Discuss Adaptability
Given the nature of the role, be prepared to talk about how you've adapted your approach in different situations. Provide examples of how you've tailored your leadership style to meet the needs of your team and customers, especially in a contact center environment.
✨Prepare for Hybrid Working Questions
Since the role involves hybrid working, think about how you can effectively manage a team both in-person and remotely. Be ready to discuss your strategies for maintaining team cohesion and providing support to team members who may need more face-to-face interaction.
