Team Leader
Location: Southport – 3 days onsite
Hours: Early/late rotation working between Monday – Friday 8am-6pm and 1 in 7 Saturdays (9am-2pm)
Role Purpose:
You will be responsible for leading a high-performing team of Contact Centre Customer Representatives, ensuring they deliver excellent customer service. Accountable for meeting KPI targets in operational performance, sales, and customer satisfaction. Leading a culture of continuous improvement to drive the business to market excellence.
Key Responsibilities:
- Responsible for team performance in achieving key business, customer service, people, and operational efficiency goals, while ensuring compliance with legal regulations and internal procedures.
- Foster a culture of continuous improvement and analyse data to identify opportunities to improve individual and team performance e.g. KPIs, customer insights, complaints and QA feedback.
- Responsible for developing a network of contacts, both internally and externally to keep up to date with best practices and personal development
- Coach, empower, and inspire team members to excel in customer service and meet KPI targets.
- Promote engagement, trust, and openness in team communication, and uphold company values.
- Support compliance with quality principles, security, and regulatory requirements, while safeguarding sensitive information.
- Encourage professional development, maintain a positive approach to work, and represent the company professionally in all interactions.
Key Skills and Knowledge:
- Experience of leading and managing CC team providing excellent customer service
- Proven ability to maintain a Customer focus and manage risk in a regulatory environment
- Demonstrable experience of driving performance and improving results, with excellent coaching skills
- Evidence of continual professional development
- Ability to lead and drive high performing teams
- Attract, retain, motivate, coach and develop their team
- Setting objectives whilst being committed to ensuring all members of the team work together to achieve goals
- Excellent communication skills with ability to influence and build relationships
- Comfortable operating in a fast paced changing environment
- Proven ability to multitask and take decisions on what is best for the business
- Ability to understand, interrogate and present data