Contact Centre Team Leader

Benifex; Southampton; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

Benifex, a leading technology company in employee reward solutions, is seeking a mid-senior level Contact Centre Team Leader to lead their customer service team in Southampton. The role involves fostering a culture of exceptional customer experience, supporting team development, and managing complex cases effectively. Flexible working arrangements are available, contributing to an inclusive and diverse workplace.

Benefits

Flexible work arrangements

Comprehensive benefits package

Enhanced parental leave

Income Protection and life assurance

Birthday off

Monthly allowance for personal use

Qualifications

• Experience in managing a customer service team.
• Ability to resolve complex issues effectively.
• Capable of organizing team activities and resources.

Responsibilities

• Lead and develop a team of customer service specialists.
• Manage team performance to achieve KPIs.
• Provide training and support to team members.

Skills

Leadership

Organizational skills

Problem-solving

Communication

Coaching

Empathy

Education

Minimum 1 years experience in EXC

Job description

Benifex Southampton, England, United Kingdom

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Benifex Southampton, England, United Kingdom

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This range is provided by Benifex. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Who are Benifex?

We are a fast-moving technology company, and one of the most successful providers of online reward and benefits solutions in the world. We believe that everyone deserves an exceptional experience at work, every day, and build workplace technology that makes this happen. Benifex’s mission is to build remarkable experiences that employees love. Today Benifex supports more than five million employees in over 3,000 organisations across more than 100 countries. To help us on our quest to be the best, we need brilliant people on board and that’s where you come in.

Why should you apply?

• Progression: Clear progression path with support to develop your leadership skills
• Impact: You'll be given the tools to create an amazing culture in a team that play a key role in delivering an exceptional level of customer experience
• Awards: Our EXC team are dedicated to ensuring we can continue to be an award-winning function and drive achievement across the department
• Top 10 Employer, Sunday Times Best Places to Work Awards
• Work for a profitable, fast-growing market leader in the online reward and benefits space

**Please note we are unable to offer visa sponsorship and require to people to be based in the UK for this position**

Flexible work – choose a working setup that works for you, our only ask is to see you up to three times a month in the office and you must be based in the UK or Ireland.

Full access to our comprehensive benefits package, including discounts from hundreds of high street brands, salary sacrifice schemes across Finance, Health, Tech, and more

Your birthday off

???? Healthcare cash plan to cover the costs of day-to-day healthcare

Income Protection (75%) and life assurance (4x salary)

Enhanced parental leave package - 26 weeks fully paid maternity leave and 4 weeks fully paid paternity leave

️ Work from Anywhere policy for 90 days

️ Buy and Sell scheme for holidays

£50 monthly allowance to spend on whatever takes your fancy, your very own Benifex card will be topped up at the start of each month!

This a key role in ensuring that the employees of our customers receive engaging, solution focused responses and outcomes whenever they require assistance.

The role will involve leading an effective customer service team by organising, motivating and developing a mixed team of Specialists (1st Response) and Case Specialists (Complex Cases).

Your team will provide class leading customer service to a wide range of customers on a day to day basis. You will be expected to deliver against key KPI’s covering Phone and Written Conversation response times, team productivity, customer satisfaction and complex case resolution.

The role requires organisation, proactivity, complaint resolution and problem-solving skills in the approach to resolving complex cases, as well as the ability to manage resources and achieve written and phone based response SLA’s. Effective leadership and stakeholder management skills are essential for this role.

• Develop and support agents through dedicated 1-2-1 and development meetings.
• Act as a Product, System and Customer expert to support the EXC team and wider business.
• Deal with escalations, queries, and complaints.
• Organise and conduct new starter training.
• Provide compassionate and empathetic support to team members.
• Manage team productivity to achieve SLA’s.
• Help the team deliver outstanding customer journeys by delivering training, coaching and QA feedback.
• Manage behaviours and performance in line with Benifex HR process.
• Manage resource through scheduling rota’s, organising enrolment dates and accommodating holiday requests.
• Provide input to the Knowledge Management Team.
• Support teams such as Data Services, Consultancy, Customer Success and Product Support to improve processes and provide quicker more effective journeys.
• Provide management reports where required (CSAT, performance, resource planning)
• Assist with all other reasonable ad hoc requests from management team.

What are we looking for?

• Minimum 1 years experience working in EXC.
• An inspiring leader who is passionate about delivering exceptional employee experiences. We're looking for someone to be a role model and ambassador for Benifex values.
• Be a supportive and insightful coach to develop your team
• Have excellent organisational skills and the ability to work with other team leaders to make sure resource and tasks are organised efficiently
• Can communicate clearly and actively listen
• Able to think critically to review complex journeys and issues and develop better methods of working,
• Experience in Performance Management: Know how to challenge and support your team in delivering class leading results
• Able to empathise and understand their team and our customer employees
• Eager to learn and self aware
• While this role will be worked predominantly on a remote or hybrid basis, we are looking for someone who is able to attend the Southampton office up to three times a month.

Even if you don't meet all of the requirements for this role, we encourage you to apply! We are looking for talented and passionate individuals who are eager to learn and grow. We also offer a variety of other roles, so please check out our careers page to see if there is something else that might be a good fit for you.

Benifex understands the need to have a fast and efficient process, the below will all be completed in the shortest time possible.

Initial informal call with the Talent team

Online tests in numeracy and logical reasoning

Interview with the hiring manager and a member of the team

Final interview with the Director

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We are committed to creating a diverse and inclusive workplace where everyone feels welcome and respected. We believe that diversity and inclusion are essential to our success, and we are proud to be an equal opportunity employer.

We are a proud member of the Disability Confident employer scheme.

If you require any reasonable adjustments at any stage during the recruitment process, please let us know with your application.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Human Resources

• Industries

  Software Development

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