Job Title: Contact Centre Team Leader
Location: EC3, London
Salary: £32000 - £35000
Job Type: Full-time office based
About Us: We are a dynamic and customer-focused company located in the heart of London. We are committed to providing exceptional service and support to our clients. Our team is the first point of contact for customers, and we pride ourselves on creating a positive experience for each individual.
The Role: As a Contact centre team leader, you will be responsible for managing and overseeing a small team of 2 other agents, ensuring smooth and efficient operations. Handling inbound calls and emails, providing support and solutions to customer inquiries, and maintaining high customer satisfaction. You will work closely with other departments to resolve issues promptly and efficiently.
Key Responsibilities:
- Answering inbound calls and responding to customer emails in a professional manner.
- Identifying customer needs and providing accurate, valid, and complete information using the right methods/tools.
- Handling customer complaints, providing appropriate solutions and alternatives within the time limits; following up to ensure resolution.
- Keeping records of customer interactions, processing customer accounts, and filing documents.
- Following communication procedures, guidelines, and policies.
- Taking the extra mile to engage customers.
Requirements:
- 3-5 years contact centre experience, ideally in a leadership role
- Proven customer support experience or experience as a client service representative.
- Strong phone contact handling skills and active listening.
- Familiarity with CRM systems and practices.
- Excellent communication skills.
- Ability to multi-task, prioritise, and manage time effectively.
Benefits:
- Opportunities for professional development and career progression.
- 28 days holiday including bank holidays.
- Pension scheme.
- Central London location with excellent transport links.
How to Apply: Please submit your CV and a cover letter explaining why you are the perfect fit for this role to