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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 employee development.
- Benefits: Competitive salary, flexible hours, and opportunities for professional growth.
- Other info: Enjoy a supportive environment where your contributions are valued.
- Why this job: Make a real impact by driving team performance and enhancing customer service.
- Qualifications: Experience in a contact centre leadership role with 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
JDR is acting as an Employment Agency in relation to this vacancy. 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 Pensions/team Leader 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 Pensions/team Leader in Middlewich
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Senior Pensions/Team Leader role. You never know who might have the inside scoop on an opening or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Research common questions for team leader roles and practice your responses. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your experience effectively.
✨Tip Number 3
Show off your leadership skills! During interviews, share specific examples of how you've led teams, handled escalated queries, or improved performance metrics. This will demonstrate that you’re not just a fit for the role, but a standout candidate.
✨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 Pensions/team Leader in Middlewich
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your previous roles in contact centres and any leadership experience you've had. We want to see how you can bring your unique flair to our team!
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 Senior Pensions/Team Leader role. Share specific examples of how you've led teams and met KPIs in the past. Let us know what makes you tick!
Show Off Your People Skills: Since this role involves managing a team, make sure to showcase your people management skills in your application. Talk about how you've motivated and developed teams before. We love seeing candidates who can inspire others!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about us and what we stand for!
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 challenging 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 specific strategies you’ve used to handle escalated queries or complaints.
✨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. This shows your genuine interest in the role and helps you assess if it’s the right fit for you.