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Contact Centre

Senior Contact Centre Team Leader

Location: Central Bristol
Posted: 13/01/2021

Salary: £26,000 - £28,000
Job Type: Permanent

Are you an experienced team leader looking for a new challenge?

Do you put the customer at the heart of everything you do and do you love managing customer service teams to do the same?

My client, a leader in their field, is looking for an experienced and talented Contact Centre Team Leader to lead a team of Customer Service agents in delivering an award-winning service and ensuring customers get the help and advice they need either by phone or email.  As Contact Centre Team Leader, you will mentor performance in, arguably, their most important team – inspiring and influencing them to maintain the dynamic and customer-centric culture that has driven their success to date.

In return, you will be rewarded with a competitive salary and excellent benefits, including an annual bonus, flexible lifestyle benefits, great holiday entitlement, your birthday off, and many more…

Daily duties and responsibilities of the Contact Centre Team Leader to include;

  • Training, developing and mentoring a customer service team to deliver excellent customer service
  • Ensuring customer communication is of the highest quality, handling and resolving any concerns in a timely manner
  • Using daily performance statistics to review and assess quality and efficiency, putting actions in place for improvement when required
  • Applying performance and conduct management procedures when required to ensure underperformance is addressed and eradicated
  • Reviewing and improving processes in service delivery to ensure the best customer experience  
  • Championing change and leading the way in embedding new processes and services
  • Representing the department and in the absence of Operations Managers

Due to the nature of this Contact Centre Team Leader role, you should have experience in managing a similar team within a lively contact centre environment and have a passion for customer service.  You should be a real people person, a reliable teammate, and a clear communicator.