At a Glance
- Tasks: Lead a team of advisors to deliver top-notch customer service every day.
- Company: Join Thirteen Group, a diverse and inclusive organisation making a real impact.
- Benefits: Enjoy a competitive salary, generous leave, and health support services.
- Other info: Great opportunities for personal growth and career development.
- Why this job: Be a leader in a dynamic environment and inspire your team to excel.
- Qualifications: Experience in customer service and strong leadership skills required.
The predicted salary is between 45000 - 46000 £ per year.
Join us as a Call Centre Team Leader (known internally as a Touchpoint Team Leader) at Thirteen Group!
Role Overview
Thirteen Group is on the lookout for a Call Centre Team Leader to join our Touchpoint team at Hudson Quay, Middlesbrough. You’ll be leading a team of contact centre advisors to ensure excellent customer service across multiple channels of communication. Our Touchpoint team are hub‑based, so you will be in the office five days per week.
Thirteen Benefits
- Salary - £45,920 per annum
- Annual leave starting at 28 days and rising to 31 days after three years, a day off for your birthday, plus bank holidays.
- Pension up to 17% contributions (flexible contribution rates up to 7% colleague and up to 10% employer).
- Simply Health – save money on common health expenses and get access to health and wellbeing support services.
- T’dar – our Discount and Reward platform giving you huge savings on everyday brands.
- Opportunities to buy and sell annual leave.
Key Responsibilities
- Lead a team of up to 15 contact centre advisors (known internally as Touchpoint Advisors), inspiring them to deliver first‑class customer experiences every day.
- Ensure your team provides outstanding omnichannel customer service while tackling technical issues in a fast‑paced contact centre.
- Oversee your team’s customer interactions and performance, keeping everything on track.
- Collaborate with senior leaders to drive meaningful operational improvements.
- Help your team hit their KPIs, SLAs, and achieve excellent first‑point‑of‑contact resolution.
- Conduct call quality checks, offering regular feedback and coaching to help your team shine.
- Support your team’s growth through monthly one‑on‑one meetings, team huddles, and ongoing training and coaching.
About You
- Proven skills in a customer‑focused role, with experience across multiple channels like phone, email, and chat.
- Successfully managed change in a dynamic, fast‑moving environment.
- Thrives under pressure, manages time well, and takes initiative when needed.
- Strong analytical, decision‑making, and problem‑solving skills.
- Self‑motivated, resilient, and determined to make things happen.
- Knows how to manage and boost team performance effectively.
- Communicates confidently and clearly at all levels, from team members to senior leaders.
- Comfortable using Microsoft Office tools to get the job done.
Why Thirteen Group?
- Join a team that’s local at heart but welcomes talent from everywhere.
- Be part of an organisation that values diversity and inclusivity.
- Be part of a company that offers tailored support services, going beyond just housing solutions.
Interested?
For more details, please refer to the attached documents.
If you’d like to talk more about the role please contact Adele McLaren, Head of Touchpoints on 07880 780248 for an informal discussion.
NO RECRUITMENT AGENCIES, please.
Are You Ready for a Rewarding Challenge?
Join us at Thirteen Group and be a part of our vision to improve lives every day.
APPLY NOW and start your journey towards making a meaningful impact in our community!
As part of our hiring process, if you’re successful we’ll need to verify your right to work in the UK. Unfortunately, we are not a Skilled Worker Sponsoring Employer at this time.
Call Centre Team Leader employer: Thirteen Group
Thirteen Group is an exceptional employer that prioritises employee well-being and professional growth, offering a competitive salary of £45,920 and generous annual leave starting at 28 days. Located in the vibrant Hudson Quay, Middlesbrough, our inclusive work culture fosters collaboration and diversity, while providing tailored support services that extend beyond housing solutions. Join us to lead a dedicated team in delivering outstanding customer service, with ample opportunities for personal development through coaching and training.
StudySmarter Expert Advice🤫
We think this is how you could land Call Centre Team Leader
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Thirteen Group. 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 Thirteen Group 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 Call 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 Thirteen Group:Your cover letter is your chance to shine! Tell us why you want to work at Thirteen Group 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 Thirteen Group!
How to prepare for a job interview at Thirteen Group
✨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.
