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Contact Centre Team Leader - Call Centre - Salary: £31,000 OTE £35,000 - Monday to Friday - Hybrid (2 days from home) - Manchester M3 We are looking for a Team Leader to join our award winning Customer Service team based in Manchester! You will be responsible for driving performance, coaching and 1-2-1's as well as disciplinaries as well as motivating the team! You will work from our fun, vibrant office based in Manchester with hybrid working available! For the role of Customer Service Team Leader, you will receive: A salary of £31,000 A monthly bonus of up to £500 per month for team performance Brand new offices in Manchester Equity inclusion with our SimpliSafe Inc. business Competitive salary and annual bonus 28 days holiday bank holidays Enhanced pension Life assurance Private dental and healthcare Free eye test and contribution to glasses Employee Assistance Programme SimpliWell - Wellbeing contribution (e.g. gym, spa day, athleisure etc.) Cycle to work scheme Team social events (annual summer and Christmas parties, amongst other socials) Freebies, Perks at Work membership, monthly pay day breakfast, monthly lunch, weekly snacks etc. The role of Customer Service Team Manager will involve managing a team FTE call centre customer service advisors and running the day to day activities of the team. For the role of Customer Service Team Leader we require: At least a years experience in leading a team in a call centre / contact centre Experience in coaching, disciplinaries and 1-2-1's A person with a positive attitude, and outgoing personality based in the Manchester area Sound like your ideal role, don't hesitate and apply now with your CV for immediate consideration! Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.
Customer Service Team Leader Location - Glasgow Shift Pattern Monday to Friday 9am - 5pm Required to supervise, lead, and support the existing call centre team as well on-board new starts and carry out training. Manage the day-to-day operational aspects of the team and ensure effective and efficient running of the call centre. Ensure high levels of customer satisfaction are achieved. KEY RESPONSIBILITIES & ACCOUNT ABILITIES Coach & develop the skills & knowledge levels of team members Champion and enforce the adoption of business culture and values Carry out regular 1-2-1s, developing a culture where training and development are part of the team, identifying actions and working with staff to ensure skills and knowledge are developed effectively Be accountable for the effective use of company's work scheduling system Provide leadership, development and coaching of call centre staff Support the review of processes & ways of working to increase efficiency's and productive collaborative working (this may involve internal projects) Support the team Ensure quality monitoring of calls/stats are being carried out regularly Ensure regular training is being carried out on processes Carry out weekly/monthly client reports Carry out daily, weekly & monthly checks on spreadsheets (night shift reports, etc.) Pull open job reports and send to staff Monitor daily, weekly and monthly AMK reports Manage team in accordance with office etiquette / guidelines ensuring staff are ready to start work on time and log in / out times are in accordance with scheduled breaks etc. Deal with complaints from clients, tenant or customers Liaise with operation supervisors on manpower Be accountable and ensure all tasks are carried out efficiently by staff Deal with holidays requested by staff Carry out reviews Carry out return to work interviews and absence reviews when required Rapidly escalate any staffing issues or client issues to SDM Manage call centre shift Rota Ensure adequate cover when required whilst being mindful of costs of overtime etc. Involvement in the recruitment process to include reviewing CV's, arranging interviews, being part of the interview panel Be part of the standby out of hours team (on a rotational basis) Attend client meetings when required Ensure all company escalation processes and procedures are followed Ensure all disciplinary matters are dealt with in line with company practice and procedures Ensure all data protection, H&S and other legislative requirements are applied and enforced Ensure any equipment faults, system faults are reported timeously to avoid staff downtime If this Team Leader opportunity interests you apply ASAP for immediate consideration... Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.
Do you have a solid background in leading teams of between 10-15 people, ideally in a busy office or call centre environment? You will be leading your own team of seasonal workers, who help to ensure the smooth running of a very busy operational period for our client. In your leading role you will play an important role by allocating work within your team, driving performance to meet KPIs and supporting to deliver a high level of customer service. To apply you should have the following skills and experience: Strong leadership skills Ability to work as a member of a team and to use your own initiative Excellent communication and customer skills (including verbal and written) Ability to remain calm and focused whilst working to strict deadlines Exceptional planning, organisation and administrative skills Knowledge of MS Office and the ability to pick up new computer systems Our client will make sure you're equipped and trained in company process, so you'll become a core part of a diverse and supportive team; all working towards delivering on this busy period. Start May to August 2024 - Interviews ASAP.
My client based in St Ives Cambridgeshire are currently recruiting for a Customer Service Team Leader to join their team on a permanent basis offering a salary of £28-33,000, depending on experience. The position is full-time, with a 37.5-hour workweek. Core hours are 7.5 hours per day, between 8:00 AM and 5:30 PM. As a Customer Service Team Leader, you will: Lead with Excellence and Positivity: Guide our customer service team with a spirit that uplifts and motivates, ensuring peak performance across sales, service, and Contact Centre KPIs through your positive attitude and proactive leadership. Empower with Communication and Coaching: Harness your exceptional communication and coaching skills to develop team members, fostering an environment of growth, excellence, and positivity. Your ability to articulate vision and feedback clearly will be key to nurturing talent and driving performance. Cultivate a Calm and Balanced Culture: Promote a team culture that values a calm, balanced approach to challenges, ensuring resilience and stability even in the face of fast-paced demands and complex customer issues. Champion Quality with a Positive Outlook: Lead the charge in maintaining our quality standards with a positive and constructive outlook, embedding excellence in every customer interaction and team process. Innovate and Improve with Equanimity: Approach innovation and problem-solving with a calm and balanced mindset, inspiring your team to embrace challenges and explore new solutions with optimism and creativity. What Makes You the Ideal Candidate: Proven Leadership: Your exceptional leadership skills are evident in your ability to guide teams to achieve and exceed their goals. While experience in a Contact Centre is advantageous, it's your leadership prowess we value most. Service-Driven Leadership: With a solid foundation in customer service or a related field, you lead by example, inspiring your team to deliver service excellence. Developmental Expertise: Your skill in coaching, performance management, and talent development ensures our team's continuous growth and success. Resilience and Adaptability: You thrive in our fast-paced environment, maintaining focus and effectiveness under pressure, and adapting to meet the ever-evolving challenges we face. Strategic and Collaborative: Your decision-making and problem-solving abilities are matched by your capacity to collaborate across departments, driving collective success through shared goals and innovations. If you have the skills and experience listed above please send your CV to or call .