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Customer Service/Contact Centre Team Leader

Employer
Cavendish Maine
Location
Stevenage
Salary
Negotiable (DOE)
Closing date
9 Dec 2018

View more

Business Sector
Non Food & Drink
Contract Type
Permanent
Hours
Full Time
Function
Customer Services

Job Details

Job Title: Customer Service/Contact Centre Team Leader

Location: Stevenage

Job Sector: Customer Service

Job Type: Permanent

Salary: Negotiable (DOE)

Job Reference: SS/21083

Our client is a leading provider of service, installation, warranty and maintenance of equipment sold to the professional catering and retail industries. They have long standing contracts in place with a diverse network of blue chip companies, supported by a large national team of field service engineers.

About the Role:

Managing a team of 6 Contact Centre professionals, you will be required to lead, train and guide the team to execute their tasks by resolving problems, communicating deadlines and supporting the team.  You will ensure that the team are providing customer service of the highest level at all times whilst meeting and exceeding daily KPI’s for the Contact Centre. Specific duties will include;

  • Taking calls and handling escalated customer issues as required; working to provide a quick resolution for any issues reported by customers, avoiding the need for further escalation when possible.
  • Monitoring live team performance, acting quickly to address any shortcomings.
  • Working closely with the Head of Customer Communications; implementing change when required and performing management duties.
  • Assisting in the fine tuning and implementation of Policies and Procedures.
  • Providing encouragement to team members including; communicating team goals and identifying areas for new training or coaching and executing a plan to deliver.
  • Providing feedback to side by side coaching, targeting and average of 2 hours coaching per week (fully documented).
  • Hands on management, ensuring time is spent completing the same tasks as Agents in order to maintain own knowledge and provide sufficient cover within the team.
  • Improving customer satisfaction and call quality by monitoring and giving feedback on a weekly basis.

Key Skills/Experience Required:

In order to be considered for the role of Contact Centre Team Leader, you must possess the following;

  • A wealth of contact centre experience with strong customer service experience that goes beyond scripts and prompts.
  • Previous Team Leader experience.
  • The ability to make sound decisions with minimal guidance.
  • Able to motivate others by remaining calm under pressure and leading by example.
  • An adaptable approach with a willingness to accept change.
  • Motivated by providing excellent customer service, resolving problems and supporting others to achieve quality driven targets.
  • The ability to plan and prioritise a bust workload.

Salary/Benefits Information:

In return for your role as Customer Service/Contact Centre Team Leader, you will receive a competitive basic salary which is negotiable and dependent upon experience as well as an excellent benefits package.

Candidate care:

By responding to this advert you consent to Cavendish Maine processing the personal data included within this application.

If your application is successful we will contact you to discuss the opportunity in more detail, within 48 hours of receiving your application.

Should you not hear from us within 3 working days please assume your application has been unsuccessful on this occasion. Please be advised that if unsuccessful for this role we may keep your details in our hold file, during which time you may be contacted for other suitable vacancies.  If you do not want us to do this please call us to advise.

In the meantime, we would like to thank you for your interest in Cavendish Maine.

Company

Established in 1991 Cavendish Maine is a specialist sales, marketing and management recruitment consultancy. Covering the whole of the UK, we work with suppliers of food and non-food products to retail, hospitality and leisure markets and our impressive client portfolio ranges from global brand leaders to fast growing private companies.

Our team is experienced, professional and knowledgeable and each consultant has a specific market focus. This means that we know our clients intimately and our candidates are well briefed and well prepared for all interviews. In addition we have one consultant who specialises in export and international roles and separate teams that bring the same recruitment processes to accountancy and financial services employers.

Company info
Website
Telephone
01275 813000
Location
Leigh Court Business Centre
Pill Road
Abbots Leigh
Bristol
BS8 3RA
GB

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