Call Centre Team Leader

MesaBilling; Liverpool; On-site; GBP 28,000 - 32,000; Full time

Job summary

Join a forward-thinking company as a Call Centre Team Leader in Liverpool. This role offers the chance to lead a dedicated team, ensuring top-notch customer service in a dynamic legal environment. You'll manage daily operations, support staff development, and drive performance to meet service standards. With a focus on integrity and client service, this position is perfect for someone with a proven track record in team leadership and customer service management. Enjoy benefits like Christmas closures and personal time for appointments while contributing to a culture of continuous growth.

Benefits

Christmas closure & birthdays off

Personal Time for appointments

Employee Assistance Programme

Staff Referral Bonus

Reduced parking fees

Qualifications

• 3-5 years experience as a Team Leader in a call centre environment.
• Strong skills in people management and team leadership.

Responsibilities

• Manage daily workloads and productivity of the team.
• Oversee team training and staff development.

Skills

Team Leadership

Customer Service Management

People Management

Microsoft Excel

Proclaim System Knowledge

Tools

Microsoft Systems

Proclaim

Job description

Job Title: Call Centre Team Leader

Salary: £28,000-£32,000 per annum (Full-Time, Permanent, 35 hours)

Location: Liverpool City Centre (Office based)

Shifts: Flexibility to work between the hours of 9am and 8pm, Mon-Sat

Job Overview

Are you experienced in call centre team leader management, with a knack for customer service management and an interest in the legal sector? We are hiring for a Call Centre Team Leader to join our legal client at their head office in Liverpool city centre.

As a Call Centre Team Leader, you will manage daily activities and ensure that the team delivers first-class customer service to the areas of business that require support. You will also serve as a primary point of contact for all customers, clients, and third parties, maintaining the highest level of customer service.

Responsibilities

1. Manage the team’s daily workloads, productivity, and inboxes, alongside achieving service level standards and optimizing staffing levels daily.
2. Prioritize workloads to ensure targets are met in a timely manner.
3. Manage system or process changes effectively.
4. Handle all team KPI reporting and key task management.
5. Oversee team training and staff development, including appraisals and regular one-to-one meetings.
6. Provide additional support and serve as a second point of contact for difficult cases or conversations.

Key Skills

1. Proven track record as a Team Leader in a similar role and sector (ideally 3-5 years experience).
2. Skilled in all team leadership duties.
3. Previous experience in people management is essential.
4. Good working knowledge of all Microsoft systems, especially Excel.
5. Knowledge of the Proclaim system is desirable but not essential.

Benefits

• Christmas closure & birthdays off
• "Personal Time" to attend external appointments
• Employee Assistance Programme
• Staff Referral Bonus
• Reduced parking fees

Apply today to be part of a team that values integrity, client service, and continuous growth.

This vacancy is being handled by Aspire Recruitment. Please be aware we receive a high volume of applications and may not contact all candidates. We will only contact you within the next 14 days if selected for an interview. By applying, you agree to our Privacy Policy and acknowledge that Aspire Recruitment may keep you informed about potential employment opportunities, which you can opt out of at any time.