Contact Centre Team Leader

GreenSquareAccord Limited; Birmingham; On-site; GBP 33,000 - 36,000; Full time

Benefits offered by this job

Hybrid work

37-hour week

Annual leave + holidays

Pension scheme

Employee Assistance Programme

Flexible working

Performance bonus

Job summary

GreenSquareAccord Limited in Birmingham is launching a new contact centre and seeks an experienced Contact Centre Team Leader to guide the startup phase and shape the service model across phone, email and digital channels. You will coach and develop a team, use KPI data to drive improvements, and work in a hybrid setup with office time twice per week.

You will collaborate with colleagues in Wiltshire to ensure a consistent customer experience and contribute to designing ways of working that put

Qualifications

• Experience in a customer-focused contact centre environment.
• Experience coaching, mentoring or leading colleagues.
• Strong capability with performance data and KPIs to identify improvements.

Responsibilities

• Lead and develop a team of Customer Service Officers across multiple channels.
• Coach, motivate and provide feedback to improve results and customer experience.
• Use performance data to drive continuous improvement and align with colleagues in Birmingham and Wiltshire.

Skills

Coaching

Leadership

Customer service

KPIs

Performance data

Job description

Contact Centre Team Leader

Location: Birmingham

Salary: £33-36,000 per annum

Hours: 37 hours per week

Lead a new team and make a difference

We`re looking for an experienced Contact Centre Team Leader to help launch our new Birmingham contact centre at Brindley Place.

This is a hybrid role with an expectation to work in the office twice a week.

You`ll lead and develop a team of Customer Service Officers, helping them deliver excellent service across phone, email and digital channels. You`ll coach and motivate colleagues, use performance data and KPIs to improve results, and make sure customers receive a positive and seamless experience.

This is a fantastic opportunity to help shape a new team from the ground up. You`ll establish ways of working, champion continuous improvement and work closely with colleagues across Birmingham and Wiltshire to create a consistent customer experience.

What We Need

You`ll have experience working in a customer-focused contact centre environment, with experience of coaching, supporting or leading colleagues. You`ll be confident using performance information and KPIs to identify improvements, provide constructive feedback and help people achieve their potential.

You’ll also bring:

• Strong customer service and communication skills
• Experience of coaching, mentoring or people leadership
• Confidence working with performance data and KPIs
• A commitment to continuous improvement
• The ability to motivate, support and challenge others

What We Offer

• £33-36,000 salary
• Hybrid and home-working opportunities
• 37-hour working week
• Annual leave plus bank holidays
• Defined contribution pension scheme
• Employee Assistance Programme
• Flexible working
• Performance-related bonus scheme

All individuals who apply to work at GreenSquareAccord are considered on their merits in line with our Diversity and Inclusion strategy and policy.

GreenSquareAccord are a Disability Confident Employer therefore we actively encourage applications from individuals with disabilities and try to provide access, adjustments, equipment or other practical support where required. All applicants with a disability who meet the `essential eligibility criteria` for the role, as detailed in the job description, are guaranteed an interview.

If you need any assistance, adjustments or adaptations throughout our selection processes please let us know.