At a Glance
- Tasks: Lead a dynamic team of Customer Service Representatives in a fast-paced contact centre.
- Company: Join Kohler Mira, a leader in innovative bathroom products and customer service.
- Benefits: Enjoy a competitive salary, free parking, paid volunteering days, and a great pension scheme.
- Other info: Be part of a diverse, inclusive workplace with excellent career growth opportunities.
- Why this job: Make a real impact by enhancing customer satisfaction and leading a passionate team.
- Qualifications: Experience in customer service management and strong people skills are essential.
The predicted salary is between 36000 - 36000 £ per year.
Full-Time: 37.5 Hours per Week
Working hours: Monday to Friday, between 8:00 AM and 5:30 PM based at our Head Office in Cheltenham.
Base salary up to £36K, depending on skills and experience, plus a fantastic benefits package including free parking, a competitive pension scheme, paid volunteering days, a subsidised onsite deli, and more.
Designing award-winning products for our market-leading brands – Mira Showers and Rada - is our lifeblood. We focus on investing in the best technology and resources available, as well as in each and every individual.
From day one you’re part of the Kohler Mira community – a collaborative, forward-focused team with a shared pride in our work and commitment to delight our customers, develop innovative products and services, and inspire our people.
We are looking for a Team Leader to join our award-winning Contact Centre Team on a 12-month fixed term contract.
OpportunityYou will be responsible for managing a team of Customer Service Representatives (CSRs) delivering frontline contact centre services across our UK brands.
In this role, you will be part of the Customer Service Management Team, operating at the frontline of the business. You will be a key stakeholder in the day-to-day management of all customer-facing activity.
Core duties include:
- Management of a team of up to 12 CSRs.
- Coaching and developing all associates once training is completed.
- Ensuring call and email quality meets the expected standard.
- Driving value-added opportunities for both customers and the business.
- Setting expectations and creating action plans.
- Supporting the positive development of all team members.
- Handling all people-related activities within your team.
- Managing day-to-day operations within the contact centre.
Deliver coaching to all team members, driving continuous improvement in overall results.
Performance management of all team members, ensuring that issues are identified and resolved at the earliest possible opportunity.
Action planning and delivery of initiatives that drive performance improvements across the wider service operation.
Quality assessment of calls and emails for the team, ensuring feedback is given in a timely and constructive manner.
Assisting with recruitment of new hires, selecting the best candidates to deliver high quality customer services to the Kohler Mira consumer.
Devise innovative ways to increase team motivation and recognition of excellence.
Manage the absence of the team in accordance with Kohler Mira procedures, ensuring that people are treated fairly and any ongoing issues are resolved.
Skills/Requirements- Strong line management or Kohler Mira Customer Service experience of a minimum of two years.
- Ability to display high standards of customer service under pressure.
- Strong people motivation skills that drive people to deliver the required results that focus on the customer and their requirements.
- Self-motivated decision maker that isn’t afraid to do the right thing.
- Solution driven with an emphasis on matching the right business outcomes to the needs of the customers and team members.
- Strong communication skills utilising all available resources.
- Computer Literacy: Microsoft Outlook, Word and Excel at a basic level is required. Salesforce working knowledge is an advantage.
- Organisational skills that facilitate the smooth running of the Customer Contact Centre on a daily basis.
- Desire to learn the technical aspects of the Kohler Mira UK product range will greatly assist in the ability to support our customers and team members.
- Numbers focused to enable data analysis of team performance.
We empower each associate to #BecomeMoreAtKohler with a competitive total rewards package to support your health and wellbeing, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation.
Kohler Mira is committed to diversity and inclusion to drive our business results and create a better future every day for our diverse associates, consumers, partners, and global communities.
As an equal opportunities employer, it is Kohler Mira’s policy to recruit, hire, and promote qualified people in all job classifications without prejudice.
Team Leader, Contact Centre Operations (12 months FTC) employer: Kohler Co.
Kohler Mira is an exceptional employer, offering a vibrant work culture that prioritises collaboration and innovation. With a competitive salary and comprehensive benefits package, including free parking and paid volunteering days, employees are empowered to grow and thrive in their careers. Located in Cheltenham, the company fosters a diverse and inclusive environment where every team member is valued and encouraged to contribute to meaningful change.
StudySmarter Expert Advice🤫
We think this is how you could land Team Leader, Contact Centre Operations (12 months FTC)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Kohler Co.. 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 Kohler Co. 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 Team Leader, Contact Centre Operations (12 months FTC)
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 Kohler Co.:Your cover letter is your chance to shine! Tell us why you want to work at Kohler Co. 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 Kohler Co.!
How to prepare for a job interview at Kohler Co.
✨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.
