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- Tasks: Lead a team of 10 Account Managers, ensuring top-notch customer service and performance.
- Company: Join a dynamic company focused on innovative HR solutions and employee engagement.
- Benefits: Enjoy 25 days holiday, free gym access, birthday off, and exciting perks like discounts and social events.
- Why this job: Be part of a supportive culture that values growth, teamwork, and making a real impact.
- Qualifications: Must have strong leadership skills and at least 1 year of team management experience.
- Other info: Participate in training sessions and contribute to improving customer experiences.
The predicted salary is between 36000 - 60000 £ per year.
We are seeking an experienced Customer Service / Call Centre Team Leader to manage a team of 10 Account Managers. The successful candidate will work closely with the Onboarding team, overseeing coaching, QA, KPIs, and HR issues. This role requires a hands-on leader who is visible, proactive, and willing to assist with escalations, software demos, and team support.
Key Responsibilities
- Support the BrightHR Activation and Engagement Specialist team, promoting best practices and SLA adherence.
- Achieve and exceed personal KPIs and motivate the team to meet their objectives.
- Lead by example in team activities, fostering a positive environment.
- Assist in resolving complex technical issues and customer complaints.
- Identify training needs and support career development plans.
- Ensure high-quality service delivery, task completion, and performance reporting.
- Conduct regular call quality assessments and provide coaching.
- Drive team performance to onboard at least 50% of clients within 30 days and activate 80% of clients.
- Contribute to positive online reviews and customer feedback.
- Follow processes diligently and suggest improvements where needed.
- Conduct product demos and delegate tasks efficiently.
- Participate in training sessions across the Peninsula Group.
Candidate Requirements
- Excellent customer service skills
- Strong leadership abilities
- Confident presentation skills
- Minimum 1 year of team management experience, preferably within a software company
Benefits
- 25 days’ holiday plus bank holidays
- Day off on your birthday
- Perkbox discounts
- Holidays increase after 2 and 5 years of service
- Pension plan and life insurance
- Employee Assistance Programme
- Profit share scheme with annual bonus
- Free onsite gym
- Subsidised parking
- Free breakfast on Mondays and social events
Call Centre Team Leader employer: TN United Kingdom
Contact Detail:
TN United Kingdom Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Centre Team Leader
✨Tip Number 1
Familiarise yourself with the latest trends in customer service and call centre management. This will not only help you understand the role better but also allow you to discuss relevant strategies during your interview.
✨Tip Number 2
Prepare to showcase your leadership style by thinking of specific examples where you've successfully motivated a team or resolved conflicts. Being able to articulate these experiences will demonstrate your capability as a hands-on leader.
✨Tip Number 3
Research StudySmarter's products and services thoroughly. Understanding our offerings will enable you to conduct insightful product demos and show how you can contribute to the team's success right from the start.
✨Tip Number 4
Network with current or former employees on platforms like LinkedIn. They can provide valuable insights into the company culture 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
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in customer service and team management. Emphasise any relevant achievements, such as exceeding KPIs or leading successful projects.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and leadership. Mention specific examples of how you've motivated teams and resolved complex issues in previous roles.
Showcase Relevant Skills: Clearly outline your skills that align with the job description, such as coaching, quality assurance, and performance reporting. Use bullet points for clarity and impact.
Prepare for Potential Questions: Anticipate questions related to team management and customer service scenarios. Prepare examples that demonstrate your problem-solving abilities and leadership style.
How to prepare for a job interview at TN United Kingdom
✨Showcase Your Leadership Skills
As a Call Centre Team Leader, demonstrating your leadership abilities is crucial. Prepare examples of how you've successfully managed teams in the past, focusing on how you motivated them to achieve KPIs and fostered a positive work environment.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills, especially regarding customer complaints and technical issues. Think of specific scenarios where you resolved complex problems and be ready to discuss your approach and the outcomes.
✨Highlight Your Coaching Experience
Since coaching is a key responsibility, be prepared to talk about your experience in conducting call quality assessments and providing constructive feedback. Share how you've identified training needs and supported team members' career development.
✨Demonstrate Your Knowledge of Best Practices
Familiarise yourself with best practices in customer service and call centre operations. Be ready to discuss how you would promote SLA adherence and improve processes within the team, showcasing your proactive approach to leadership.
