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Contact Centre

Team Leader

Location: Other
Posted: 03/02/2023

Salary: £28,000 p/a
Job Type: Permanent

We’re excited to be recruiting for a Team Leader to join our client’s friendly and busy Helpdesk team based in Swindon!

We’re looking for a Team Leader who has a customer service background and previous experience of leading and coaching a team in a contact centre setting.

Our client provides cost-effective solutions for the strategic management of estates and services. As a Team Leader, you will be managing, leading, and motivating staff members to ensure the smooth running of the Helpdesk department.

Please note, the hours for this role are Monday to Friday with rotating shifts covering hours between 6:30am and 10pm. This role also covers 1 in 6 weekends as needed.

Key responsibilities:

  • Acting as first point of contact for staff to provide guidance and assistance
  • Conducting monthly 121 meetings with all direct reports
  • Providing quality feedback and coaching sessions
  • Measuring team performance and updating management on work quality
  • Completing quality monitoring including calls and emails, and providing timely feedback
  • Supporting and developing staff members in their career
  • Ensuring all SLAs and KPIs are met on a daily, weekly, and monthly basis
  • Motivating the team to deliver high-quality service to all clients
  • Developing and maintaining knowledge of all company procedures and processes
  • Providing first line support to management

Experience and Skills:

  • Proven knowledge and experience gained within a similar team leader role
  • Strong people management skills
  • Customer service background is required
  • Excellent organisational and communication skills

Applications are being considered this week so please apply asap if this role is of interest to you!