Contact Centre Team Leader

GreenSquareAccord Limited; West Midlands; Hybrid; GBP 33,000 - 36,000; Full time

Benefits offered by this job

Hybrid work

Home-working

37-hour week

Annual leave + bank holidays

Pension scheme

Employee Assistance Programme

Flexible working

Bonus scheme

Job summary

GreenSquareAccord Limited seeks an experienced Contact Centre Team Leader to launch and lead a new Birmingham contact centre at Brindley Place. This hybrid role requires in-office presence twice a week, with a focus on delivering excellent service across phone, email and digital channels.

You will coach and develop a team of Customer Service Officers, using performance data and KPIs to drive improvements and shape a positive, consistent customer experience for our customers and colleagues across

Qualifications

• Experience in a customer-focused contact centre environment.
• Experience coaching or leading colleagues.
• Ability to use KPIs and performance data to identify improvements.
• Strong communication and customer service skills.

Responsibilities

• Lead and develop a team of Customer Service Officers.
• Coach and motivate colleagues.
• Use performance data and KPIs to improve results.
• Ensure customers receive a positive and seamless experience.
• Shape and establish ways of working for the new team.

Skills

Customer service

People leadership

Coaching

KPI analysis

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