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- Tasks: Lead a team of 10 Account Managers, ensuring top-notch customer service and team support.
- Company: Join a dynamic software company focused on delivering excellent customer experiences.
- Benefits: Enjoy 25 days holiday, free gym access, and Perkbox discounts plus more perks!
- Why this job: Be part of a supportive culture that values your input and career growth.
- Qualifications: Must have at least 1 year of team management experience in customer service.
- Other info: Opportunity for career development and participation in fun social events.
The predicted salary is between 28800 - 43200 ÂŁ per year.
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Are you an experienced Customer Service / Call Centre Team Leader looking for a new challenge?
Do you always put the customer first while creating a happy, supportive environment for your team?
If you have at least 1 year customer service team management experience, preferably within a software company, please apply today and we’ll be in touch!
We are looking for an experienced Customer Service / Call Centre team Leader to manage a team of 10 Account managers. Working with the Onboarding team you will be responsible for all coaching, QA, KPI’s as well as HR issues. We are looking for someone who is very hands on and visible, who doesn’t mind getting stuck in when needed and help with escalations, demo’s of the software / platform and supporting their team!
Role Description
Support the BrightHR Activation and Engagement Specialist team, encouraging best practice and Service Level Adherence (SLA). Meet and exceed all personal KPIs and drive the Support team to deliver against their own objectives. Contribute to team activities, leading by example and encouraging colleagues to follow suit. Be available to assist in resolving complex technical queries and complaints and assist the Onboarding Manager in identifying career progression and training opportunities.
Main Responsibilities
* Deliver a “best in class” service to all new and existing clients, producing work to an excellent quality and ensuring 100% task completion.
* Provide daily and weekly MI on team performance KPI and SLA adherence to team and senior stakeholders.
* Provide feedback to the team on both positive and negative service issues, giving praise to individuals where due.
* Conduct at least 4 weekly call quality assessments and provide timely feedback and coaching to team.
* Lead the Engagement Team to achieve minimum 50% onboarded clients within 30 days from registration.
* Develop and guide the Activation Team to deliver minimum 80% activated clients.
* Contribute to 5-star online reviews and positive feedback and always provide an excellent customer service.
* Identify individual training needs/performance issues and assist the Head of Onboarding & Engagement Manager in implementing career development plans/performance management plans where necessary.
* Be available to resolve complex complaints within contractual SLA and adherence/behaviours are always met.
* Ensure processes are followed and provide suggestions for improvement where processes are failing.
* Conduct BrightHR demos to prospect clients ensuring feedback is provided to the Business Development Managers.
* Delegate tasks to individuals to ensure that the team is operating efficiently and to maximum capacity.
* Conduct all internal and external training sessions where required across the Peninsula Group.
The above is not an exhaustive list of responsibilities and the successful candidate will be expected to carry out duties, outside of their usual role. These duties may include out of hours/ weekend working to suit the needs of the business. The successful candidate should possess the following skills and experience:
* Excellent customer service skills
* Strong leadership skills
* The ability to present information confidently and accurately
* Minimum 1 years team management experience
* 25 days’ holiday, plus bank holidays.
* Day off on your birthday.
* Perkbox discounts.
* Holidays increase after 2 and 5 years’ service.
* Pension Plan and Life Insurance.
* Access to Employee Assistance Programme.
* Profit Share Scheme – Annual Bonus
* Free on site Gym
* Subsidised parking
* Free breakfast on Mondays plus social events
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Call Centre Team Leader employer: Portfolio Group
Contact Detail:
Portfolio Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Centre Team Leader
✨Tip Number 1
Familiarise yourself with the software and tools used by StudySmarter. Being knowledgeable about our platform will not only help you during the interview but also demonstrate your commitment to understanding our services.
✨Tip Number 2
Showcase your leadership style by preparing examples of how you've successfully managed teams in the past. Highlight specific instances where you improved team performance or resolved conflicts, as this aligns with our focus on creating a supportive environment.
✨Tip Number 3
Research common customer service challenges within the software industry. Being able to discuss these issues and propose solutions during your interview will set you apart as a proactive candidate who understands the landscape.
✨Tip Number 4
Prepare to discuss your approach to coaching and developing team members. We value personal growth, so sharing your strategies for identifying training needs and fostering career progression will resonate well with us.
We think you need these skills to ace Call Centre Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in customer service and team management. Emphasise any specific achievements or KPIs you've met in previous roles, especially within a software company.
Craft a Compelling Cover Letter: Write a cover letter that showcases your leadership skills and your commitment to providing excellent customer service. Mention how you can contribute to the team's success and align with the company's values.
Highlight Relevant Experience: In your application, focus on your hands-on experience in managing teams and resolving complex queries. Provide examples of how you've successfully coached team members and improved performance metrics.
Show Enthusiasm for the Role: Express your passion for leading a team and your desire to create a supportive environment. Mention any specific reasons why you are excited about this opportunity and how it aligns with your career goals.
How to prepare for a job interview at Portfolio Group
✨Showcase Your Leadership Skills
As a Call Centre Team Leader, demonstrating your leadership abilities is crucial. Prepare examples of how you've successfully managed teams in the past, focusing on how you motivated and supported your team members to achieve their goals.
✨Emphasise Customer Service Excellence
Since the role revolves around customer service, be ready to discuss your approach to delivering exceptional service. Share specific instances where you went above and beyond for customers, and how you instilled this mindset within your team.
✨Prepare for Technical Queries
Given that you'll be resolving complex technical queries, brush up on the software or platform you'll be working with. Familiarise yourself with common issues and solutions, so you can confidently demonstrate your problem-solving skills during the interview.
✨Discuss Training and Development
The role involves identifying training needs and career progression for your team. Be prepared to talk about your experience in coaching and developing team members, and how you plan to implement effective training programmes to enhance performance.
