At a Glance
- Tasks: Lead and inspire a team to deliver top-notch service to our members.
- Company: Join JD Gyms, a vibrant company focused on member satisfaction.
- Benefits: Competitive salary, career growth, and a supportive team environment.
- Other info: Dynamic role with opportunities for continuous improvement and personal development.
- Why this job: Make a real difference in people's fitness journeys while developing your leadership skills.
- Qualifications: Experience in customer service or team leadership is essential.
The predicted salary is between 24300 - 29700 £ per year.
Role: Contact Centre Team Leader
Reporting To: Contact Centre Manager
Location: JD Gyms Contact Centre, Kirkstall Road, Leeds, LS4 2AZ (Office Based)
Purpose of the Role
The Contact Centre Team Leader is responsible for leading, coaching, and developing a team of Advisors to deliver exceptional service to our members. The role is accountable for driving performance, quality, productivity, and engagement whilst ensuring the efficient day-to-day running of contact centre operations. The Team Leader will support advisors through regular coaching, feedback, and performance management, helping individuals achieve both personal and team objectives while maintaining JD Gyms' commitment to delivering a positive member experience.
Key Responsibilities
Leadership & People Management
- Lead, motivate, and support a team of Contact Centre Advisors to achieve individual and team objectives.
- Conduct regular 1:1 meetings, coaching sessions, and performance reviews to support advisor development.
- Create a positive and engaging team culture that reflects JD Gyms' values.
- Recognise and reward high performance while addressing underperformance appropriately and consistently.
- Manage performance, attendance, conduct, and capability matters in line with company policies and procedures.
- Support the onboarding, training, and integration of new starters.
Performance & Operational Delivery
- Take ownership of team performance across key operational measures, including productivity, quality, service levels, and member satisfaction.
- Monitor workloads and advisor availability to ensure service levels are maintained.
- Identify performance trends and implement action plans to improve team results.
- Support the achievement of departmental objectives and operational targets.
Quality & Member Experience
- Monitor advisor interactions to ensure quality standards and compliance requirements are consistently met.
- Deliver constructive feedback and coaching based on quality reviews and performance data.
- Act as an escalation point for complex member queries and complaints, ensuring fair and effective resolutions.
- Promote a member-first approach across all communication channels.
- Identify recurring member issues and work with management to improve processes and member experience.
Continuous Improvement
- Analyse operational and performance data to identify opportunities for improvement.
- Support change initiatives, new processes, and business projects within the contact centre.
- Share best practice across the team to drive consistency and performance improvements.
Essential Skills & Experience
- Previous experience in a contact centre, customer service, or team leadership role.
- Strong coaching, mentoring, and people management skills.
- Experience managing performance and delivering performance improvement plans.
- Excellent communication and interpersonal skills.
- Strong organisational and workload management abilities.
- Ability to work effectively in a fast-paced, target-driven environment.
- Strong problem-solving and decision-making skills.
- Passion for delivering exceptional customer service.
Measures of Success
The success of the Contact Centre Team Leader will be measured through:
- Achievement of team productivity targets.
- Achievement of team quality and compliance standards.
- Delivery of monthly quality reviews and 1:1 meeting for all advisors.
- Improvement in advisor performance through effective coaching and development.
- Achievement of service level and response time targets.
- Effective management of team workloads and operational priorities.
- Contribution to continuous improvement initiatives and service enhancements.
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Contact Centre Team Leader - Leeds employer: JDGYMS
JD Gyms in St Helens is an exceptional employer, offering a vibrant work culture that prioritises member engagement and personal growth. With the lowest monthly rent in the fitness industry and your first month rent-free, you can focus on building your self-employed PT business while benefiting from management career progression programs and continuous professional development opportunities. Join us to be part of a supportive community that values your passion for fitness and dedication to providing an outstanding gym experience.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Team Leader - Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at JDGYMS. 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 JDGYMS 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 - Leeds
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 JDGYMS:Your cover letter is your chance to shine! Tell us why you want to work at JDGYMS 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 JDGYMS!
How to prepare for a job interview at JDGYMS
✨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.
