Contact Centre Team Leader

RM plc; United Kingdom; Remote; GBP 35,000 - 50,000; Full time

Job summary

RM plc is seeking a Senior Executive to lead the HR HRM and Industrial Psychologist team, managing Customer Service Advisors to ensure quality service for RM Resources Clients. This role involves optimizing team performance, implementing improvements, and coordinating customer service strategies, supporting the development of new technologies for enhanced customer experience. Ideal candidates possess strong leadership skills and experience in a contact centre environment.

Benefits

Hybrid working options

Competitive salary

Private medical healthcare

Life assurance

Group Personal Pension Plan

Performance-related bonus potential

Voluntary benefits like additional leave

Qualifications

• Experience in a Customer Service/Contact Centre environment is essential.
• Proven team leadership experience is required.
• Solid understanding of contact centre methodologies is preferred.

Responsibilities

• Manage a team of Customer Service Advisors to optimize service.
• Ensure adherence to processes for tracking customer inquiries.
• Monitor service offerings and recommend improvements.

Skills

Customer Service

Team Leadership

Problem Solving

Communication

Organization

Flexibility

Job description

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Senior Executive - HR HRM and Industrial Psychologist

Would you like to help enrich the lives of learners around the world?

At RM, we’ve been pioneers of education technology since 1973. We provide technology and resources to the education sector, supporting over 10 million students worldwide. We work with over28,000 schools, nurseries, and education trusts in 115 countries to deliver customer-centric solutions that improve education outcomes.

What we do helps learners at all stages of their lives, from preschool to higher education and professional qualification; we partner with schools, examination boards, central governments and other professional institutions to enrich the lives of learners.

RM Group operates through three businesses: Technology (Managed Services, Software and Infrastructure for Schools), Assessment (Software and Services) and TTS (Educational Resources).

TTS has proudly supported the education sector for almost 40 years. Our in-house experts collaborate with teachers and educational experts to create unique and innovative resources that engage children and inspire a lifelong love of learning. Every TTS resource provides unlimited learning opportunities and is made to last, making the most of schools’ and nurseries’ limited budgets and ensuring years of classroom use.

Visit our website to find out more: https://www.tts-group.co.uk/

Job Purpose

To support the Contact Centre Operations and Service Manager and service centre leadership team, managing a team of Customer Service Advisors in ensuring that RM Resources Customers receive achieve accuracy with orders placed, manage all types of customer contact, resolve queries, continuous development of team members, implement processes, procedures, technologies, and strategies delivering first class customer experience

Responsibilities

Main Responsibilities

• To manage the workload of the team, allocating team members to optimise service provision, target achievement, customer satisfaction and administrative support across the hours of the operation of the Contact Centre
• To ensure the team follows established processes and procedures, including the recording of processing and progress of chasing enquiries, achieving KPI’s, SLA’s, targets and quality standards to maximise customer satisfaction
• To monitor the changing needs of the service offering, liaising with internal and external customers to identify areas for improvement and make recommendations for service improvement and implementing those improvements to the satisfaction of internal and external customers
• To ensure statistical information is produced, collated, and analysed on a daily, weekly, monthly basis to assist in the evaluation the efficiency of the team, people performance and process performance to continually improve customer satisfaction
• To supervise, coach and monitor team members, organising and conducting team meetings, 121’s, appraisals, development plan reviews and competency assessments
• To recruit, induct, develop and support a team delivering front-line, first-time resolution and back-office customer services to ensure resolution of enquiries complaints and requests for services in a timely and accurate manner
• To support the Contact Centre Manager in the development, testing and implementation of technologies and systems to ensure the most effective use of new technologies and opportunities
• To maintain health and safety, security of the team, equal opportunities, and customer service standards, supporting HR policies ensuring their understanding and adherence by team members
• To undertake the duties of a Customer Services Advisor as and when required to ensure that a high level of customer service is maintained and to undertake any other duties as required which are commensurate with the grading of the post

Experience

Knowledge, Skills & Experience

• Experience of working within a Customer Service/Contact Centre environment
• Previous Team Leader experience in a similar environment
• Understanding of contact centre methodologies
• Experience of using contact centre technologies
• Approachable
• Flexible
• Inquisitive
• Ability to use initiative
• Organised
• Team player

What’s in it for you?

At TTS we have My Work Blend @RM which provides office-based colleagues with multi location and hybrid working options. As well as your office base, you can spend a proportion of your time working at other locations that suit your role and your life, including home, other offices, customer sites, distribution centres or on the move. We encourage you to discuss arrangements for this role with your potential line manager during the recruitment process.

As well as a competitive salary and our core benefits package which includes private medical healthcare, life assurance and a Group Personal Pension Plan with higher contribution levels available, some roles are also eligible for a performance-related bonus. There are lots of voluntary benefits too. You could buy additional annual leave, join our dental plan, sign up for a health assessment, or take part in our cycle to work scheme. You could even earn yourself an extra bonus for successfully recommending a friend or family member for a position within RM.

To better reflect the society that we serve, we’re committed to building a diverse workforce and creating an inclusive and welcoming environment for all. To achieve this, we create teams of talented people from different backgrounds and experiences and strive to be a business where our people can bring their whole selves to work. We also want to make the recruitment process as inclusive as possible for everyone. Should you require additional support with your application or through the interview process, please contact us at [e-mail].

Unfortunately, we are unable to offer visa sponsorship for this role.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  IT Services and IT Consulting and Education

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