At a Glance
- Tasks: Lead a dynamic team in delivering exceptional out-of-hours customer service.
- Company: Join Stannah, a supportive and inclusive employer in Dartford.
- Benefits: Enjoy competitive salary, profit share, 25 days holiday, and wellness support.
- Other info: Be part of a diverse community with excellent career growth opportunities.
- Why this job: Make a real impact by managing a team that supports customers 24/7.
- Qualifications: Experience in team management and customer service is essential.
The predicted salary is between 22950 - 28050 £ per year.
Stannah have an exciting opportunity for a Contact Centre Team Leader to join the out of hours team based in Dartford. Candidates must live within a commutable distance of our Dartford Office.
As the Contact Centre Team Leader, you will work 30 hours per week outside of our core Monday to Friday operating hours, helping to provide business support 24 hours a day, 7 days a week. This will include evening, night and weekend shifts. Bank holidays are shared between the team leaders on a rota basis.
This job will involve managing a small team that plays a crucial role in supporting our extensive network of Service Branches in delivering exceptional service to our valued customers outside of regular working hours. This involves resolving technical queries (or escalating to our service/repair engineers), sales enquiries and general administration tasks.
The Out of Hours service delivery is part of our National Service Branch Teams enabling 24 hour, 7 days a week support. This is a great opportunity for a Contact Centre Team Leader with a proven track record in a similar business environment, where you have successfully managed a contact centre team supporting field teams and customers. Your exceptional interpersonal skills and ability to adapt to various situations will be key in fostering positive relationships and driving team performance.
Out of Hours Contact Centre Team Leader Responsibilities:
- Support the team to deliver a service professionally with pride.
- Overall management of the team, monitoring attendance and performance.
- Carry out regular reviews, and identify areas for training and development.
- Maintain communication with customers and resolve complaints.
- Ensure activities are scheduled to ensure services are delivered effectively.
- Attend regular meetings.
Qualifications Out of Hours Contact Centre Team Leader Requirements:
- Previous experience managing a team in a similar environment is essential.
- NVQ 3 in Management or equivalent is desirable.
- NVQ 3 in Customer Service or equivalent is desirable.
Benefits Include:
- Market Aligned Salary, paid on a monthly basis.
- Profit Share Bonus Scheme, paid to all employees every quarter, based on Group Company profits.
- 25 days holiday, plus bank holidays.
- Holiday scheme to buy extra days’ annual leave.
- Pension Scheme. Matched contribution/salary sacrifice.
- SimplyHealth Cash Plan. Allows you to claim towards health costs.
- Life Assurance Scheme.
- Long Service award scheme, with holiday benefit.
- Company Benefits Discount Rewards Scheme.
- Employee Assistance Programme.
- Enhanced maternity and paternity provision.
- Free parking.
Stannah Group is an equal opportunities employer. We welcome and encourage applications from candidates of all backgrounds, identities, and abilities. We are a Disability Confident Committed Employer. We treat all our job applicants fairly and with respect. Our employees are the heart of our business. We take great care to create a working environment where everyone feels valued. Join our team and be a part of our diverse and inclusive community!
We reserve the right to close this vacancy early if we receive high numbers of applications for the role. Appropriate right to work must be held by applicants. Sponsorship is not available.
Out of Hours Contact Centre Team Leader in Romford employer: Stannah Management Services
Stannah is an exceptional employer, offering a supportive work culture that prioritises employee well-being and growth. With a competitive salary package, profit-sharing bonuses, and a range of benefits including a generous holiday scheme and health cash plan, employees can thrive both personally and professionally while working in the beautiful Essex area. Join us to be part of a diverse team where your contributions are valued and recognised.
Contact Details:
Stannah Management Services Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Out of Hours Contact Centre Team Leader in Romford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Stannah Management Services. 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 Stannah Management Services 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 Out of Hours Contact Centre Team Leader in Romford
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 Stannah Management Services:Your cover letter is your chance to shine! Tell us why you want to work at Stannah Management Services 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 Stannah Management Services!
How to prepare for a job interview at Stannah Management Services
✨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.
