At a Glance
- Tasks: Lead a team to deliver exceptional customer service and meet performance targets.
- Company: Join Serco, a company dedicated to making a positive impact in communities.
- Benefits: Enjoy a contributory pension, free parking, and exclusive discounts.
- Other info: Opportunities for professional growth and a commitment to diversity and inclusion.
- Why this job: Make a real difference while developing your leadership skills in a supportive environment.
- Qualifications: Extensive customer service experience; team leadership experience is a plus.
The predicted salary is between 30000 - 40000 £ per year.
Permanent 37.5 hours worked on a range of shift patterns covering 8am-8pm Monday‑Friday and Saturday covering 9am-5pm on a rotational basis. Bristol, Full Time, Permanent.
Do you have great leadership skills and substantial experience delivering brilliant customer service by phone? Are you looking for a role where you can make a real impact? At Serco, we deliver health assessments that help determine eligibility for benefits on behalf of the Department for Work and Pensions (DWP), and we’re looking for a Contact Centre Team Leader to join us at our brand‑new office in Bristol.
Here you’ll lead a team of Contact Centre Advisors, providing support to the team and customers as needed. You’ll oversee and manage work requirements, monitoring call levels and ensuring KPIs and targets are met across the board. We’re dedicated to impacting a better future for the communities we serve.
Key Accountabilities
- Manage performance, absences, career development, employee engagement and any disciplinary and/or grievance matters arising in the team.
- Manage employee resource to ensure deadlines and targets are met within agreed timeframes.
- Optimise use of medical, administrative, accommodation and IT resources so that examination appointments can be scheduled in line with targets.
- Produce and utilise statistical data and work management reports to effectively manage workloads.
- Provide performance reports/data as required.
- Build and maintain positive customer relationships.
- Manage multiple teams with a variety of job content and performance targets.
What are we looking for?
- Extensive customer service experience in a contact centre environment.
- Ability to develop good relationships with customers and colleagues.
- Ability to organise and prioritise work effectively.
- Ability to work flexibly as needed due to the demanding nature of the role.
- Ability to challenge conventional ideas and persuade people to engage with new processes or developments to achieve business objectives.
- Desirable: Experience in managing a team / being a team leader – we will consider applicants without management experience who possess substantial contact centre experience.
All candidates will be required to pass a BPSS check which will involve a full DBS check and references.
What We Offer
- Up to 6% contributory pension scheme.
- Free parking on site / 5‑minute walk from public transport links.
- A range of benefits to support the health and wellbeing of you and your family such as an Employee Assistance Programme, health app, health plans, annual leave purchase scheme and more.
- Access to a huge range of discounts and exclusive deals such as Merlin Attractions, mobile phone, cinema, leisure, shopping and hospitality discounts.
- A fantastic culture and supportive team where you’ll get the chance to make a positive difference in a company passionate about diversity and inclusion.
- Professional and personal development opportunities, including training and coaching opportunities to help you grow in your career.
Our Inclusive Recruitment Commitment
- Guaranteed Interview Scheme: Applicants with disabilities, veterans and people with convictions, who meet the minimum job criteria, are guaranteed an interview.
- Ban The Box: We also support fair access for those with unspent criminal convictions through our ‘Ban the Box’ pledge (some roles may have security exemptions).
Contact Centre Team Leader employer: Serco
Serco is an excellent employer, offering a supportive work culture that prioritises employee well-being and development. As a Ward Host Assistant at University Hospital Southampton, you will enjoy flexible shift options and the chance to make a meaningful impact on patient care, all while being part of a team that values hospitality and customer service excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Team Leader
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Serco. 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 Serco 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 Contact Centre Team Leader
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 Serco:Your cover letter is your chance to shine! Tell us why you want to work at Serco 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 Serco!
How to prepare for a job interview at Serco
✨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.
