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- Tasks: Lead and inspire a team to deliver exceptional customer service in a fast-paced environment.
- Company: Join Pinnacle Pet UK, a mission-driven company focused on pet insurance and customer care.
- Benefits: Enjoy a competitive salary, flexible working options, and generous holiday allowances.
- Why this job: Make a real impact by coaching and developing a passionate team while helping pet owners.
- Qualifications: Experience in contact centre leadership and a strong background in customer service.
- Other info: Be part of a diverse team with excellent career growth opportunities and social events.
The predicted salary is between 34000 - 34000 £ per year.
Are you an experienced Customer Contact Centre Team Leader who thrives in a fast-paced environment? Do you enjoy coaching and developing others while delivering exceptional customer experiences? At Pinnacle Pet UK, we’re on a mission to make pet insurance simple, supportive, and stress-free for pet owners. We’re looking for a passionate and driven Customer Contact Centre Team Leader to lead, inspire, and develop a team of Customer Service Advisors.
If you’re a natural leader with a passion for people and performance, this could be the perfect opportunity for you.
Package: £34,000 pa salary with excellent benefits
Location: We offer the opportunity to work completely from home within the UK, be office based in Borehamwood, or split your time between home and office.
Full Time: 37.5 hours per week, Monday - Friday between the hours of 8am - 6pm on a weekly rotating shift pattern. Some weekend work will be required on a rota basis.
Responsibilities:
- Leading, motivating, and supporting a team of Customer Service Advisors and Senior Advisors
- Driving team performance to meet and exceed service levels, quality standards, and KPIs
- Monitoring performance and delivering coaching, feedback, and development plans
- Handling escalated customer queries and complaints with professionalism and empathy
- Managing team availability and resource planning to ensure excellent customer service
- Conducting 1-2-1s, performance reviews, and absence management
- Acting as a role model for customer service excellence and team behaviours
- Supporting operational delivery, including stepping in to handle calls when needed
- Collaborating with internal teams to continuously improve processes and customer outcomes
What you’ll bring:
- Previous Contact Centre Team Leader experience
- Strong background in customer service and complaint handling
- Proven ability to coach, motivate, and develop teams
- Experience working towards targets and service level agreements (SLAs)
- Excellent communication, organisational, and problem-solving skills
- Ability to perform well under pressure in a fast-paced environment
What You Can Expect From Us:
- 24 days holiday, increasing with length of service, your birthday off plus the option to buy extra days holiday as part of our flexible benefits offering
- 2 days paid charity volunteering
- Pension scheme 5% Employer 3% Employee contributions
- Life Assurance
- Healthcare cash plan
- Option to join your team and company social events
At Pinnacle Pet UK, we believe that happy, healthy pets make for happy, healthy people. Our goal is to strengthen the bond between pets and their owners through innovative products and services supported by colleagues who embody our values of performance, exploration, togetherness, and sustainability.
We are part of the Pinnacle Pet Group (PPG) - a pan European fully integrated pet insurance and pet health services provider. On a mission to help pets live happy, healthy lives with their pet parents, PPG are committed to supporting the diverse needs of their customers and colleagues with a clear ambition to become the world leader in pet insurance and healthcare services.
The current team at Pinnacle Pet UK truly represents the broad diversity of our pet parents and we are proud to be an equal opportunities employer. We welcome applications from people of all ages, genders, ethnicities, nationalities, disabilities, religions, and sexual orientations. Your application will be dealt with in the strictest of confidence.
As an FCA regulated business, we require successful applicants to clear our pre-employment screening process which includes a credit check and references checks. Under the latest UK Right to Work regulations, we will require successful applicants to evidence their right to work in the UK, either in person, online, or digitally via a third party subject to circumstances.
Please be aware this advert will remain open until the vacancy has been filled rather than the advertised closing date. Interviews will take place throughout this period; therefore, we encourage you to apply early to avoid disappointment.
Customer Contact Centre Team Leader in London employer: Pinnacle Pet UK
Contact Detail:
Pinnacle Pet UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Contact Centre Team Leader in London
✨Tip Number 1
Get to know the company inside out! Research Pinnacle Pet UK, their values, and what makes them tick. This way, you can tailor your conversations during interviews to show how you align with their mission of making pet insurance simple and supportive.
✨Tip Number 2
Practice your leadership stories! Think about times you've motivated a team or handled tough customer situations. We want to hear those examples that showcase your skills in coaching and developing others, especially in a fast-paced environment.
✨Tip Number 3
Don’t shy away from asking questions during interviews! Show your interest by inquiring about team dynamics, performance expectations, and how they measure success. It’s a great way to demonstrate your enthusiasm for the role and the company.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and genuinely interested in joining the Pinnacle Pet UK family. Let’s get you on board!
We think you need these skills to ace Customer Contact Centre Team Leader in London
Some tips for your application 🫡
Show Your Leadership Skills: When writing your application, make sure to highlight your experience as a Customer Contact Centre Team Leader. We want to see how you've motivated and developed teams in the past, so share specific examples that showcase your leadership style.
Tailor Your Application: Don’t just send a generic application! We love it when candidates tailor their applications to fit the role. Use keywords from the job description, like 'coaching', 'performance', and 'customer service excellence' to show us you’re the perfect fit.
Be Professional Yet Personable: While we appreciate professionalism, we also value personality! Let your unique voice shine through in your application. Share your passion for customer service and how you connect with people, as this is key for the role.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role and our company culture there!
How to prepare for a job interview at Pinnacle Pet UK
✨Know Your Stuff
Before the interview, make sure you understand Pinnacle Pet UK's mission and values. Familiarise yourself with their approach to customer service and how they support pet owners. This will help you align your answers with what they’re looking for.
✨Showcase Your Leadership Skills
As a Customer Contact Centre Team Leader, you'll need to demonstrate your ability to motivate and develop a team. Prepare examples of how you've successfully coached others in the past, and be ready to discuss your approach to performance management and feedback.
✨Prepare for Scenario Questions
Expect questions about handling escalated customer queries and complaints. Think of specific situations where you’ve resolved issues effectively, showcasing your problem-solving skills and empathy. This will highlight your suitability for the role.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the challenges they face, 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.