At a Glance
- Tasks: Lead a dynamic team, ensuring exceptional customer service and smooth call operations.
- Company: A people-focused company that values empathy and collaboration.
- Benefits: Competitive salary, supportive work environment, and opportunities for growth.
- Other info: Join a pioneering team that embraces innovation and teamwork.
- Why this job: Make a real difference by leading a team and enhancing customer experiences.
- Qualifications: Experience in call centre leadership and a passion for customer service.
The predicted salary is between 30600 - 30600 £ per year.
We are looking for an experienced, hands-on, and customer-focused Call Centre Team Leader to oversee our daily call operations and ensure our office runs seamlessly. In this role, you will play a critical part in maintaining exceptional customer experience, supporting and coaching frontline staff, managing operational workflows, and acting as a key link between our service delivery, system products, and council partners.
Our Values
- Human: We put people at the heart of everything we do. Whether supporting our team’s well-being during busy periods, listening with empathy to complex customer queries, or delivering real-time praise and coaching, we operate with empathy, fairness, and care.
- Pioneering: We never stand still. We actively use data to spot trends, test better ways of working, drive software enhancements with our product teams, and continually update our knowledge base to keep our operations moving forward.
- Unified: We succeed together. From stepping onto the phones to take the pressure off the team during peak times to working seamlessly across onboarding, customer success, and council partners, we foster a collaborative, supportive environment where everyone succeeds as one team.
Key Responsibilities:
- Queue Management
Contact Centre Team Leader employer: Unity Five Ltd
Unity5 is an exceptional employer, offering a vibrant and collaborative work culture in Exeter, where employees are encouraged to grow and develop their skills. With a strong focus on teamwork and support, you will find ample opportunities for personal and professional growth as the company expands following its recent partnership with a leading growth investor. Join us to be part of a dynamic team that values your contributions and fosters a positive environment for success.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Team Leader
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Unity Five Ltd. 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 Unity Five Ltd 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 Contact 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 Unity Five Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Unity Five Ltd 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 Unity Five Ltd!
How to prepare for a job interview at Unity Five Ltd
✨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.
