At a Glance
- Tasks: Lead a dynamic team in a busy contact centre, ensuring top-notch customer service.
- Company: Join a supportive and collaborative team at the CXM Hub.
- Benefits: Enjoy hybrid working, competitive pay, and opportunities for personal growth.
- Other info: Flexible shifts with a fair rota, fostering a positive and inclusive workplace.
- Why this job: Make a real impact by motivating others and leading a high-performing team.
- Qualifications: Experience in leading teams in fast-paced environments and strong decision-making skills.
The predicted salary is between 30000 - 40000 £ per year.
Are you someone who enjoys leading people, making confident decisions and keeping services running smoothly even when things get busy or outside standard hours?
Join our CXM Hub as a Team Leader and play a key role in the day-to-day running of a busy contact centre supporting the Prisons Enquiry Centre.
Youll work alongside a supportive group of Team Leaders and colleagues, where collaboration, accountability and a strong team culture are at the heart of what we do.
This is a hands-on leadership role where youll lead a team of around 10
14 colleagues, helping them deliver a consistently high standard of customer service in a fast-paced, 365-day operation.
Youll balance people leadership with operational decision-making and be trusted to work independently when needed, including outside standard hours.
If you enjoy motivating others, taking ownership and staying calm under pressure, this could be the role for you.
This role is based in Newport with a fixed hybrid working arrangement, offering a balance between office collaboration and home working.
Shifts are scheduled between 7am and 8pm on weekdays, and 7am to 5pm on weekends and public holidays, with a fair rota of approximately one in three weekends.
What youll be doing: Leading the day-to-day operation of the Prisons Enquiry Centre, ensuring service levels and customer experience are consistently met.
Managing, coaching and supporting your team to perform at their best, including quality monitoring and performance conversations.
Making operational decisions and taking accountability for outcomes, including during out-of-hours periods.
Managing business continuity and supporting incident escalation when required.
Resolving issues independently to maintain service continuity and minimise disruption.
Creating a positive and inclusive team environment that supports development and engagement.
What youll bring: Experience leading and developing people in a fast-paced contact centre environment.
Confidence managing your own and team performance against KPIs and delivering consistent results.
Strong judgement and decision-making skills, with the ability to remain calm under pressure.
Experience of business continuity planning and incident management.
Strong organisational skills with attention to detail and a problem-solving mindset.
Flexibility to work within a 365-day operational schedule including
Customer Experience Team Leader in London employer: SSCL
As a Lead Software Engineer at our company, you will be part of a dynamic team dedicated to enhancing critical public sector pension systems, contributing to meaningful projects that impact the community. We pride ourselves on fostering a collaborative work culture that encourages innovation and professional growth, offering ample opportunities for skill development and career advancement. Located in a vibrant area, our workplace provides a supportive environment where your expertise in Oracle Applications will be valued and rewarded.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Team Leader in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SSCL. 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 SSCL 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 Customer Experience Team Leader in London
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 SSCL:Your cover letter is your chance to shine! Tell us why you want to work at SSCL 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 SSCL!
How to prepare for a job interview at SSCL
✨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.
