Contact Centre Team Leader

Serco; Bristol; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading company is seeking a Contact Centre Team Leader to oversee operations in Bristol. The role involves managing a team of advisors, ensuring exceptional customer service and meeting performance targets while fostering a supportive workplace culture focused on professional development.

Benefits

Up to 6% contributory pension scheme

Free parking on site

Discounts on various attractions and services

Employee Assistance Programme

Professional development opportunities

Qualifications

• Extensive customer service experience in a contact centre environment.
• Ability to develop good relationships with both customers and colleagues.
• Ability to work flexibly as needed.

Responsibilities

• Manage performance, absences, and career development of team members.
• Ensure deadlines and targets are met within agreed timeframes.
• Provide performance reports/data as required.

Skills

Leadership skills

Customer service

Organisational skills

Relationship development

Flexibility

Job description

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Contact Centre Team Leader – Health Assessment Advisory Services

Office Based, 5 days in Bristol Office

.5 hours worked on a range of shift patterns covering 8am-8pm Monday- Friday and every other Saturday covering 9am-5pm.

Do you have great leadership skills, and substantial experience delivering brilliant customer service by phone? Are you looking for a role where you can make a real impact?

At Serco, we deliver health assessments that help determine eligibility for benefits on behalf of the Department for Work and Pensions (DWP), and we’re looking for a Contact Centre Team Leader to join us at our brand-new office in Bristol.

Here you’ll lead a team of Contact Centre Advisors, providing support to the team and customers as needed too. You’ll oversee and manage work requirements, monitoring call levels and ensuring KPIs and targets are met across the board.

We’re dedicated to impacting a better future for the communities we serve. And our extensive experience working with DWP and supporting case management services across the globe are just some of the ways we achieve that.

Key Accountabilities

• Manage performance, absences, career development, employee engagement and any disciplinary and/or grievance matters arising in the team.
• Manage employee resource to ensure deadlines and targets are met within agreed timeframes.
• Optimise use of medical, administrative, accommodation and IT resources so that examination appointments can be scheduled in line with targets.
• Produce and utilise statistical data and work management reports to effectively manage workloads.
• Provide performance reports/data as required.
• Build and maintain positive customer relationships.
• Manage multiple teams with a variety of job content and performance targets.

What are we looking for?

• Extensive customer service experience in a contact centre environment.
• Ability to develop good relationships with customers and colleagues.
• Ability to organise and prioritise work effectively.
• Ability to work flexibly as needed is required due to the demanding nature of the role.
• Ability to challenge conventional ideas and persuade people to engage with new processes or developments to achieve business objectives.
• Desirable: Experience in managing a team / being a team leader - we will consider applicants without management experience who possess substantial contact centre experience.

All candidates will be required to pass a BPSS check which will involve a full DBS check and references.

What we offer:

• Up to 6% contributory pension scheme
• Free parking on site / 5-minute walk from public transport links
• A range of benefits to support the health and wellbeing of you and your familysuch as an Employee Assistance Programme, health app, health plans, annual leave purchase scheme and more
• Access to a huge range of discounts and exclusive deals such as Merlin Attractions, mobile phone, cinema, leisure, shopping and hospitality discounts.
• A fantastic culture and supportive team where you’ll get the chance to make a positive difference in a company passionate about diversity and inclusion.
• Professional and personal development opportunities, including training and coaching opportunities to help you grow in your career.