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- Tasks: Lead and support a team of contact centre advisors to achieve performance targets.
- Company: Join a dynamic company committed to inclusivity and team 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 service.
- 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.
Senior Pension Lead in Middlewich 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 Middlewich
✨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 hunt for a Senior Pension Lead role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews! Research common questions for team leader roles and practice your answers. We suggest using the STAR method (Situation, Task, Action, Result) to structure your responses. It’ll help you shine when discussing your experience managing teams.
✨Tip Number 3
Show off your skills! During interviews, be ready to share specific examples of how you've met KPIs and improved team performance in previous roles. This will demonstrate your ability to lead and coach effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Senior Pension Lead in Middlewich
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 aspects of the job. We want to see how your skills align with 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 the role. 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 handling escalated customer queries, make sure your written application showcases your clear and professional communication style. We want to see that you can articulate your thoughts effectively right from the start!
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it makes the whole process smoother for everyone involved!
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 people management skills. Think about times when you’ve successfully coached team members or handled difficult conversations. This will demonstrate your ability to lead and motivate a team effectively.
✨Be Customer-Centric
Since customer service is at the heart of this role, come prepared with examples of how you’ve maintained high standards in customer interactions. Discuss any strategies you’ve implemented to improve customer satisfaction and how you handle escalated queries.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, performance expectations, or how success is measured in the role. This shows your genuine interest in the position and helps you assess if it’s the right fit for you.