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- Tasks: Lead and motivate a dynamic Contact Centre team to deliver exceptional customer experiences.
- Company: Join QVC, a fun and inclusive workplace that values your individuality.
- Benefits: Enjoy competitive pay, paid time off, discounts, and professional development opportunities.
- Why this job: Develop your leadership skills while making a real impact in a supportive environment.
- Qualifications: Experience in Contact Centre leadership and strong coaching abilities required.
- Other info: Hybrid role with excellent career growth and a commitment to inclusion.
The predicted salary is between 30000 - 40000 £ per year.
We’re looking for an engaging, motivated & friendly Team Leader for our Contact Centre team. At QVC everyone is encouraged to be the best version of themselves, be fun, be professional, be effective - but be you. This is a fantastic opportunity to learn and develop new skills including leadership development, coaching, and quality.
Led by our Customer Service & Experience Operations Managers, you will lead, coach, and develop an existing team - setting direction, being accountable for achieving business goals, whilst always delivering a Great Customer Experience and creating a Great Place to Work.
Where You’ll Work
This role is hybrid and will require you to work from our Knowsley site four days per week.
What You’ll Do
- Leadership, development, motivation and coaching of your Team – it would be expected that you build lasting relationships with your team members to create an engaged and productive working environment.
- Delivering on Key KPI (Key Performance Indicators) Objectives, Quality, AHT (Average Handling Time), Aux, and Occupancy to manage cost and efficiencies.
- Demonstrating strong Business acumen and consistently having an awareness of the wider Business perspective and how each team’s and individual’s performance supports the overall performance of the Contact Centre.
- Take appropriate actions to support the Duty Manager in pursuit of the wider goals.
- Participating in key projects to drive progress.
- Ensuring failure triggers action utilising company policy as appropriate, i.e., performance management, sick absence management, etc.
- Build effective relationships and seek advice as appropriate but be prepared to be brave and own your own outcomes.
What You’ll Bring
- Contact Centre leadership experience and a desire to continue developing both personally and professionally.
- A brilliant coach with strong communication skills.
- Experience of Microsoft Office Applications.
Shift Pattern: Full Time 37.5 hours per week over 5 days. Availability required Monday‑Sunday between the hours of 16.00pm - 02.00 am.
QVC UK is a Disability Confident Leader, level 3 accredited employer and operates a Disability Confident Scheme ("DCS"). For any UK based roles, if you’d like to be considered under this scheme, please indicate this on the application form.
Our Total Rewards package includes benefits you’ll love such as competitive compensation, paid time off, an employee assistance program, parental leave, paid volunteer hours, and amazing company discounts!
QVC Group is committed to inclusion and belonging for all and ensuring that our workplace provides equal employment opportunities for all team members and candidates and complies with all applicable federal, state, and local laws and regulations.
As an equal opportunity employer, QVC Group is committed to a barrier‑free employment process. If you need reasonable accommodations/support throughout, please contact us for assistance.
Customer Service & Experience Team Leader in Knowsley employer: Qvc Group, Inc.
Contact Detail:
Qvc Group, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service & Experience Team Leader in Knowsley
✨Tip Number 1
Get to know the company culture! Before your interview, check out QVC's social media and website to understand their values. This will help you connect with the team and show that you're genuinely interested in being part of their fun and professional environment.
✨Tip Number 2
Practice your leadership stories! Think of specific examples where you've successfully led a team or coached someone to success. This will not only showcase your experience but also demonstrate your ability to motivate and develop others, which is key for this role.
✨Tip Number 3
Prepare questions for your interviewers! Show them you're engaged by asking about their leadership development programs or how they measure success in the Contact Centre. This will highlight your interest in growth and your commitment to delivering a great customer experience.
✨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 serious about joining the QVC team. Don’t miss out on this fantastic opportunity!
We think you need these skills to ace Customer Service & Experience Team Leader in Knowsley
Some tips for your application 🫡
Be Yourself: We want to see the real you! When writing your application, let your personality shine through. Share your experiences and what makes you unique – it’s all about being engaging and friendly!
Show Your Leadership Skills: Highlight any leadership experience you have, especially in a contact centre environment. We’re looking for someone who can motivate and develop a team, so share examples of how you've done this in the past.
Tailor Your Application: Make sure to tailor your application to the job description. Use keywords from the listing, like 'coaching', 'KPI objectives', and 'customer experience'. This shows us you understand what we’re looking for!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, you’ll find all the info you need about the role and our company there.
How to prepare for a job interview at Qvc Group, Inc.
✨Know Your Stuff
Before the interview, make sure you understand QVC's values and how they align with your own. Familiarise yourself with their approach to customer service and leadership. This will help you demonstrate that you're not just a fit for the role, but also for the company culture.
✨Showcase Your Coaching Skills
As a Team Leader, your ability to coach and develop others is crucial. Prepare examples of how you've successfully led a team in the past, focusing on specific outcomes and improvements. Be ready to discuss your coaching style and how you motivate your team to achieve KPIs.
✨Engage with the Interviewers
Interviews are a two-way street! Don’t hesitate to ask questions about the team dynamics and the challenges they face. This shows your interest in the role and helps you gauge if it’s the right fit for you. Plus, it gives you a chance to demonstrate your communication skills.
✨Be Yourself
QVC encourages authenticity, so let your personality shine through during the interview. Share your experiences and insights in a way that reflects who you are. This will help you connect with the interviewers and show them that you can bring a unique perspective to the team.