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- Tasks: Lead a dynamic team in delivering top-notch customer service and managing performance.
- Company: Join a thriving property services company based in Kettering with a vibrant team culture.
- Benefits: Enjoy hybrid working, flexible benefits like gym memberships, and discounts on high-street stores.
- Why this job: Be part of a supportive team, develop leadership skills, and make a real impact on customer satisfaction.
- Qualifications: Must have customer service experience and a knack for managing high-performing teams.
- Other info: Fixed shift hours with initial training during the day; must pass DBS and credit checks.
The predicted salary is between 23000 - 30000 £ per year.
Permanent position based in Kettering with hybrid working options. Working hours are 11.30am - 8pm, Monday to Friday (37.5 hours per week) with a salary range of £27,500 to £30,000 per annum.
Our client, a successful property services company, is looking for a Team Leader to join their large, busy team. You will play a key role in performance management, delivering exceptional customer service, working collaboratively, and supporting your team. Please note that this role has a fixed shift of 11.30am to 8pm, but for the first 3 weeks of training, the hours will be daytime (roughly 9am to 5.30pm). You will be required to be in the office in Kettering for at least 2 half days per week.
Key Responsibilities:
- Manage a team of booking coordinators who are working on an inbound and outbound basis to book appointments for customers.
- Ensure your team meets productivity, income, and customer service level targets.
- Ensure SLA agreements are met through excellent customer care, communication, and presentation.
- Provide an efficient, effective, and professional telephone service to all customers.
- Maintain excellent internal relationships.
- Use management information to drive performance.
- Deliver feedback and coaching to your team, and be confident in performance management (including probation reviews, performance improvement plans, and conducting disciplinaries).
- Resolve issues at the first point of contact.
- Contribute to a supportive and positive team culture.
Requirements:
- Customer service and telephony experience essential.
- Experience managing high performing teams in a contact centre environment essential.
- Use of CRM systems and good IT skills (MS Office).
- Previous experience dealing with complaints and difficult customers.
- Understanding of HR processes.
- Confidence in performance management, as well as great at team building and motivating.
Please note: Must be able to pass a DBS and Credit Check with no criminal records, IVAs, CCJs, or bankruptcies.
Benefits:
- Great opportunities.
- Hybrid working.
- Flexible benefits scheme - Gym membership, discounts on high-street stores, healthcare cash plan.
If you are interested, please apply below. If you have sent us a copy of your CV and not had a reply within 5 working days, we kindly ask you to assume your application has been unsuccessful.
The Caraires Consultancy operates with integrity by treating our clients, applicants, and suppliers in a fair and honest manner.
Call Centre Team Leader in Kettering employer: The Caraires Consultancy
Contact Detail:
The Caraires Consultancy Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Centre Team Leader in Kettering
✨Tip Number 1
Familiarise yourself with the company’s values and culture. Understanding what they stand for will help you align your answers during interviews and demonstrate that you're a good fit for their team.
✨Tip Number 2
Prepare specific examples from your past experience that showcase your leadership skills and ability to manage a team effectively. Be ready to discuss how you've handled performance management and resolved customer issues.
✨Tip Number 3
Brush up on your knowledge of CRM systems and MS Office, as these are essential tools for the role. Being able to speak confidently about your technical skills can set you apart from other candidates.
✨Tip Number 4
Network with current or former employees of the company if possible. They can provide valuable insights into the team dynamics and expectations, which can help you tailor your approach during the interview process.
We think you need these skills to ace Call Centre Team Leader in Kettering
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and team management. Use specific examples that demonstrate your ability to lead a team and meet performance targets.
Craft a Compelling Cover Letter: Write a cover letter that addresses the key responsibilities mentioned in the job description. Explain how your previous experiences align with the role and express your enthusiasm for working in a hybrid environment.
Highlight Relevant Skills: Emphasise your skills in CRM systems, performance management, and conflict resolution. Mention any specific achievements in previous roles that showcase your ability to manage high-performing teams.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at The Caraires Consultancy
✨Showcase Your Leadership Skills
As a Team Leader, it's crucial to demonstrate your ability to manage and motivate a team. Prepare examples of how you've successfully led teams in the past, focusing on performance management and conflict resolution.
✨Understand the Company Culture
Research the property services company and understand its values and culture. Be ready to discuss how you can contribute to a positive team environment and support the company's goals.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and customer service approach. Think of specific scenarios where you've dealt with difficult customers or improved team performance, and be ready to share these experiences.
✨Familiarise Yourself with CRM Systems
Since the role requires good IT skills and experience with CRM systems, brush up on your knowledge of these tools. Be prepared to discuss how you've used technology to enhance customer service and team productivity.
