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- Tasks: Lead and inspire a team of contact centre advisors to deliver exceptional customer service.
- Company: Join a dynamic company committed to inclusivity and employee development.
- Benefits: Competitive salary, flexible hours, and opportunities for personal growth.
- Other info: Be part of a supportive environment that values diversity and teamwork.
- Why this job: Make a real difference by driving team performance and enhancing customer experiences.
- Qualifications: Experience in a contact centre leadership role and strong coaching skills.
The predicted salary is between 26000 - 28000 £ per year.
Location: Middlewich
Salary: £26,000 - £28,000
Hours: Full-time, Monday to Friday 8am - 8pm, Saturday 8am - 1pm (shift flexibility may be required) - 37.5 Hours a Week
Overview
The Contact Centre Team Leader will be responsible for managing a team of advisors, ensuring performance targets are met while maintaining a high standard of customer service. They will act as the link between senior management and the contact centre team, supporting day-to-day operations and driving team performance.
Key Responsibilities
- Lead, coach and support a team of contact centre advisors
- Monitor performance against KPIs including call handling, quality and productivity
- Conduct regular 1-2-1s, performance reviews and coaching sessions
- Handle escalated customer queries and complaints
- Support onboarding and training of new team members
- Maintain high standards of customer service across all interactions
- Analyse performance data and identify areas for improvement
- Work closely with management to improve processes and efficiency
- Manage rota planning, attendance and absence
Skills and Experience
- Previous experience in a contact centre team leader or senior advisor role
- Strong people management and coaching ability
- Experience working to KPIs and performance targets
- Confident managing challenging conversations with staff and customers
- Strong organisational skills and attention to detail
- Clear and professional communication skills
- Ability to motivate and develop a team
We are an equal opportunities employer and welcome applications from individuals of all backgrounds. We are committed to creating an inclusive environment where everyone feels valued and respected.
Locations
Senior Pension Lead in Cheshire, Warrington employer: JDR Recruitment Limited
Contact Detail:
JDR Recruitment Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Pension Lead in Cheshire, Warrington
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for a Senior Pension Lead role, and who knows? They might just have the inside scoop on openings that aren't even advertised yet.
✨Tip Number 2
Prepare for those interviews! Research the company and its culture, especially how they handle customer service. Be ready to share examples of how you've led teams and tackled challenges in previous roles. We want to see your leadership skills shine!
✨Tip Number 3
Practice makes perfect! Get a friend or family member to do mock interviews with you. This will help you articulate your experience and show off your coaching abilities. Plus, it’ll boost your confidence when it’s time for the real deal.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Senior Pension Lead in Cheshire, Warrington
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Senior Pension Lead role. Highlight your experience in managing teams and meeting KPIs, as these are key for us. Use specific examples that showcase your skills in coaching and performance management.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for our team. Mention your previous experience in contact centres and how you can contribute to maintaining high standards of customer service at StudySmarter.
Showcase Your People Skills: Since this role involves leading a team, make sure to highlight your people management skills. Talk about how you've successfully motivated and developed teams in the past, and how you handle challenging conversations with both staff and customers.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at JDR Recruitment Limited
✨Know Your Stuff
Before the interview, make sure you understand the key responsibilities of a Contact Centre Team Leader. Brush up on your knowledge of KPIs, performance management, and customer service standards. This will help you answer questions confidently and show that you're serious about the role.
✨Showcase Your Leadership Skills
Be ready to discuss your previous experience in leading teams. Prepare examples of how you've coached team members, handled escalated queries, or improved performance. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your impact.
✨Demonstrate Your Communication Skills
As a Contact Centre Team Leader, clear communication is key. Practice articulating your thoughts clearly and professionally. You might even want to prepare a few questions to ask the interviewer about their team dynamics or company culture to show your interest.
✨Be Ready for Role-Play Scenarios
Expect some role-play scenarios where you might need to handle a challenging conversation with a team member or a customer. Think about how you would approach these situations calmly and effectively, demonstrating your problem-solving skills and ability to maintain high standards of service.