Contact Centre Team Leader

Confidential; Birmingham; Hybrid; GBP 33,000 - 36,000; Full time

Benefits offered by this job

Hybrid work

Pension scheme

Employee Assistance Programme

Flexible working

Performance-related bonus

Job summary

Confidential in Birmingham is launching a new contact centre at Brindley Place and seeks an experienced Contact Centre Team Leader to build and guide the team from the ground up. You will lead Customer Service Officers across phone, email and digital channels, coach and motivate the team, and use KPIs to drive continuous improvement while delivering a consistent customer experience.

This hybrid role requires office presence twice a week, a 37-hour week, and a supportive benefits package

Qualifications

• Experience in a customer-focused contact centre environment.
• Experience of coaching, mentoring or people leadership.
• Confidence working with performance data and KPIs.
• Commitment to continuous improvement.
• Ability to motivate, support and challenge others.

Responsibilities

• Lead and develop a team of Customer Service Officers.
• Coach and motivate colleagues using KPIs to improve results.
• Ensure customers receive a positive and seamless experience.
• Establish ways of working and champion continuous improvement.
• Collaborate with colleagues across Birmingham and Wiltshire to create a consistent customer experience.

Skills

Team leadership

Coaching

KPI analysis

Customer service

Communication

Job description

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

If you re ready to help build a new contact centre and lead a team that makes a difference, we d love to hear from you.