At a Glance
- 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.
- Other info: Hybrid role with flexible hours and a commitment to diversity and inclusion.
- Why this job: Grow your leadership skills while making a real impact in a supportive environment.
- Qualifications: Experience in Contact Centre leadership and strong coaching abilities are essential.
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.
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 have an awareness of the wider Business perspective and how each team’s and individual’s performance supports the overall performance of Contact Centre.
- 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
We feel that to be truly great in this role you will have Contact Centre leadership experience and wish to continue developing both personally and professionally. You will be a brilliant coach with strong communication skills. You will have 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 at workwithus@qvcgrp.com for assistance.
Customer Service & Experience Team Leader in Knowsley employer: QVC UK
At QVC, we pride ourselves on fostering a vibrant and inclusive work culture where every team member is encouraged to be their authentic self. As a Team Leader in our Knowsley Contact Centre, you will not only lead and develop a dedicated team but also benefit from our comprehensive Total Rewards package, which includes competitive compensation, generous paid time off, and unique employee discounts. With a strong focus on personal and professional growth, QVC offers a supportive environment that empowers you to excel in your career while delivering exceptional customer experiences.
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 their social media and website to see how they engage with customers and employees. This will help you tailor your answers and show that you're a great fit for their team.
✨Tip Number 2
Practice your leadership skills in mock interviews. Think about how you would motivate and coach your team, and be ready to share specific examples of how you've done this in the past. We want to hear about your experiences!
✨Tip Number 3
Prepare questions to ask during the interview. Show your interest in the role by asking about their key performance indicators or how they support team development. This not only demonstrates your enthusiasm but also helps you gauge if it's the right fit for you.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re proactive and genuinely interested in joining the QVC team. Let’s get you that interview!
We think you need these skills to ace Customer Service & Experience Team Leader in Knowsley
Some tips for your application 🫡
Be Yourself:When writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to show your friendly and engaging side. Remember, we’re looking for someone who fits in with our fun and professional vibe.
Tailor Your Application:Make sure to customise your application to highlight your leadership experience and coaching skills. Use examples from your past roles that demonstrate how you've motivated teams and achieved business goals. This will show us you understand what we're all about!
Show Your Business Acumen:In your written application, mention any relevant experience you have with KPIs and performance management. We love candidates who can think strategically and understand how their role impacts the wider business, so make sure to include that in your application.
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, it shows you’re proactive and keen to join our team!
How to prepare for a job interview at QVC UK
✨Know Your Stuff
Before the interview, make sure you understand QVC's values and how they align with your own. Familiarise yourself with their customer service approach and think about how your leadership experience can contribute to creating a great customer experience.
✨Showcase Your Coaching Skills
Be ready to discuss specific examples of how you've successfully coached and developed team members in the past. Highlight your communication skills and how you build relationships within your team to foster an engaging work environment.
✨Understand Key Performance Indicators
Brush up on the key KPIs mentioned in the job description, like Average Handling Time and Occupancy. Be prepared to discuss how you’ve managed these metrics in previous roles and how you plan to achieve them at QVC.
✨Ask Thoughtful Questions
Prepare some insightful questions to ask during the interview. This shows your genuine interest in the role and helps you understand how you can contribute to the team's success. Think about asking about their current projects or challenges they face in the contact centre.
