Contact Centre Team Leader

Oxygen - Head Office; Reading; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading customer service firm in Reading is seeking a Contact Centre Team Leader. This hybrid role focuses on leading a team of advisors to enhance customer experience and satisfaction. The ideal candidate will drive team performance, maintain service standards, and demonstrate flexibility in working hours due to the nature of the business.

Responsibilities

• Lead, motivate, and coach a team of Contact Centre Advisors.
• Oversee handling of customer queries and resolution of issues.
• Drive team performance against key metrics and ensure high-quality service.

Job description

Overview

Role Purpose: The Contact Centre Team Leader is responsible for leading, motivating, and coaching a team of Contact Centre Advisors to elevate our customer experience. This role plays a crucial part in ensuring customer satisfaction by overseeing the handling of customer queries, resolution of issues, and promotion of products or services. The Team Leader will drive team performance against key metrics, maintain high-quality service standards, and ensure adherence to company values and policies. The Team Leader role is a hybrid role with 60% focus on customer contact and 40% Team Leader. Due to the seasonal nature of our business, a flexible approach to working hours is essential.

Responsibilities