At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer service and drive performance.
- Company: Join WTW, an inclusive employer committed to diversity and community support.
- Benefits: Enjoy 25 days annual leave, private healthcare, and hybrid working options.
- Other info: Flexible working and a range of perks to enhance your career and wellbeing.
- Why this job: Make a real impact while developing your leadership skills in a supportive environment.
- Qualifications: Experience in managing customer service teams and strong problem-solving skills.
The predicted salary is between 33075 - 40425 £ per year.
This is an exciting opportunity to join a successful and growing organisation as a Service Centre Team Leader. In this varied role, you will be responsible for data analysis, reporting, quality monitoring, performance management, project planning, coaching and development, as well as handling escalations and complex interactions.
The Role
- Produce accurate reports and identify trends in data, proposing solutions to optimise productivity and enhance services.
- Lead and motivate a team to provide exceptional customer service.
- Monitor team progress towards quality and performance targets.
- Complete monthly coaching and 121's with your direct reports, including performance improvement or development plans as required.
- Assist with project planning, business pitches and recruitment.
- Be a point of reference on more technical issues and non-standard queries.
- Support Service Centre new service installs.
- Assist with escalations and other incoming interactions as required.
- Provide an exceptional level of service, adapting to different caller scenarios and challenges.
- Positively represent WTW and our Clients by providing a friendly and professional service.
- Inform the team of procedure changes and member communications.
Qualifications
- Experience managing a contact centre or customer service team, with technical proficiency and familiarity with omnichannel contact/service centre platforms.
- Strong people management experience and be energised to inspire/motivate a team.
- Effective problem-solving skills, including experience in working through change and enhancing efficiency.
- Keen to provide an exceptional member service, with a positive and customer focused attitude.
- Clear and effective communication skills (listening, spoken and written).
- Computer literate and able to work to a high level of accuracy.
- Experienced in motivating, mentoring and leading a team to attain SLA targets.
- Flexibility to adapt to changing business needs and competing priorities.
- Strategic thinker, with evidenced ability of suggesting, developing, and implementing process improvements to enhance member experience/productivity.
- Good time management.
What we offer
Enjoy a benefits package designed to help you thrive, both professionally and personally. You'll receive 25 days of annual leave plus an extra WTW day to relax and recharge. Our comprehensive health and wellbeing offering includes private healthcare, life insurance, group income protection, and regular health assessments, all giving you peace of mind. Secure your future with our defined contribution pension scheme, featuring matched contributions up to 10% from the company. We support your growth and balance with hybrid working options, access to an employee assistance programme, and a fully paid volunteer day to make a difference in your community. On top of these, you can opt into a variety of additional perks including an electric vehicle car scheme, share scheme, cycle-to-work programme, dental and optical cover, critical illness protection, and much more. Start making the most of your career and wellbeing with a range of benefits tailored for you.
Equal Opportunity Employer
We're committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants.
Service Centre Team Leader in London employer: WTW group
WTW group offers a dynamic work environment that fosters collaboration and innovation, as seen in roles like the Global Marine Marketing Lead, which emphasizes teamwork and strategic engagement. The company provides opportunities for professional growth through hands-on experiences, such as internships and graduate programs in Insurance Technology, allowing employees to develop practical skills in a supportive setting. Additionally, WTW group is committed to maintaining high standards of service and governance, ensuring a stable and rewarding workplace.
StudySmarter Expert Advice🤫
We think this is how you could land Service Centre Team Leader in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at WTW 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 WTW 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 Service Centre Team Leader in London
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 WTW group:Your cover letter is your chance to shine! Tell us why you want to work at WTW 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 WTW group!
How to prepare for a job interview at WTW 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.
