Contact Centre Team Leader

Contact Centre
Head Office Bingley
Posted 3 weeks ago

CONTACT CENTRE TEAM LEADER

We are looking for a proactive team player who can motivate and develop others, while working in a fast-paced environment. You will have the opportunity to make a real difference to the business and be actively involved in implementing Customer Service improvement projects.

Job Overview:

You will be responsible for leading, coaching and developing a team of advisors to deliver excellent customer service, achieving and exceeding agreed targets against business objectives.

You will also be responsible for activities which support maintaining the department’s service levels; managing call volumes, email customer contacts and customer correspondence.

Being confident in delivering and exceeding agreed targets / KPI’s against business objectives is essential, and you will also contribute to the Contact Centre’s overall performance and capability.

Key Responsibilities:

  • Plan, implement and deliver coaching strategies that will complement our passion for delivering excellent customer service.
  • Provide effective leadership and support the team to ensure that service levels are in line with agreed standards.
  • Implement regular feedback and performance review sessions, ensuring the team is meeting and exceeding targets.
  • Ensure that all processes and procedures are adhered to in line with company guidelines and policy.
  • Develop initiatives to both promote the uptake of special offers, whilst understanding our customers and their circumstances in order to provide the best level of service.

Skills and Experience:

The ideal candidate will have previous experience working as a Contact Centre Team Leader.

You will also have excellent organisational and communication skills, be passionate about delivering world class customer service and have excellent time management skills.

As well as a rewarding career with learning and development opportunities, Damart
colleagues also receive:

  • Generous holiday entitlement
  • Auto Enrolment Pension scheme
  • Onsite free parking for colleagues at both sites
  • Onsite subsidised canteen on both sites
  • 50% colleague discount on all catalogue and shop products
  • Colleague wellness programme
  • Reward and Recognition scheme
  • Discount Directory—a range of discounts at various local businesses

Job Features

ContractPermanent
HoursFull time, 37.5 hours per week
PatternFlexible shift pattern within the Contact Centre opening hours, Monday - Sunday 08:00 - 20:00

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