Call Centre Team Leader

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

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 the Liverpool city centre.

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

What You’ll Do:

1. Management of the team’s daily workloads, productivity, and inboxes alongside achieving service level standards and optimising staffing levels daily.
2. Prioritising workloads to ensure targets are delivered in a timely manner.
3. Managing any systems or process changes effectively.
4. Handling all team KPI reporting and key task management.
5. Overseeing all your team’s training and staff development – ranging from appraisals to the regular conducting of one-to-ones.
6. Offering additional support and a second, higher point of contact on any difficult cases or conversations.

Key Skills We’re Looking For:

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 (ideally in Microsoft Excel).
5. Knowledge of the Proclaim system would be desirable; however, it is not essential.

Benefits:

1. Christmas closure & Birthdays off
2. "Personal Time" to attend external appointments
3. Employee Assistance Programme
4. Staff Referral Bonus
5. Reduced parking fees

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