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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, full-time hours, and opportunities for professional growth.
- Other info: Flexible shifts and a supportive work environment await you!
- Why this job: Make a real impact 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 Pensions/team Leader 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 Pensions/team Leader in Cheshire, Warrington
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know that can land you that dream job.
✨Tip Number 2
Prepare for those interviews! Research the company and the role thoroughly. We suggest practising common interview questions and even role-playing with a friend. The more prepared you are, the more confident you’ll feel when it’s time to shine.
✨Tip Number 3
Show off your skills! If you have any relevant achievements or projects, make sure to highlight them during your conversations. We want to see how you’ve made an impact in previous roles, especially in team leadership and customer service.
✨Tip Number 4
Don’t forget to follow up! After an interview, drop a quick thank-you email to express your appreciation for the opportunity. It shows your enthusiasm and keeps you fresh in their minds. And remember, apply through our website for the best chance!
We think you need these skills to ace Senior Pensions/team Leader in Cheshire, Warrington
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the role of Contact Centre Team Leader. Highlight your experience in managing teams, meeting KPIs, and any relevant coaching or training you've done. We want to see how your skills match what we're looking for!
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. Share specific examples of how you've led teams and improved performance in previous roles. We love a good story!
Show Off Your Communication Skills: Since this role involves a lot of communication, make sure your application reflects your clear and professional communication style. Whether it's in your CV, cover letter, or any additional documents, we want to see that you can convey your thoughts effectively.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you get all the updates directly from us. Plus, it’s super easy!
How to prepare for a job interview at JDR Recruitment Limited
✨Know Your Numbers
Make sure you’re familiar with key performance indicators (KPIs) relevant to the role. Be ready to discuss how you've met or exceeded these in your previous positions, as this will show your understanding of what drives success in a contact centre.
✨Showcase Your Leadership Style
Prepare examples that highlight your leadership and coaching abilities. Think about specific situations where you’ve motivated your team or handled challenging conversations, as this will demonstrate your capability to lead effectively.
✨Customer Service is Key
Be prepared to discuss your approach to maintaining high standards of customer service. Share anecdotes that illustrate how you’ve resolved escalated queries or improved customer satisfaction in past roles.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions that show your interest in the company and the role. Inquire about team dynamics, performance expectations, or opportunities for professional development to leave a lasting impression.