Hybrid Contact Centre Team Lead - Build Birmingham Team

Confidential; Birmingham; Hybrid; GBP 33,000 - 36,000; Full time

Benefits offered by this job

Hybrid work

Pension scheme

Employee Assistance Programme

Flexible working

Performance-related bonus

Job summary

Confidential in Birmingham is launching a new contact centre at Brindley Place and seeks an experienced Contact Centre Team Leader to build and guide the team from the ground up. You will lead Customer Service Officers across phone, email and digital channels, coach and motivate the team, and use KPIs to drive continuous improvement while delivering a consistent customer experience.

This hybrid role requires office presence twice a week, a 37-hour week, and a supportive benefits package

Qualifications

• Experience in a customer-focused contact centre environment.
• Experience of coaching, mentoring or people leadership.
• Confidence working with performance data and KPIs.
• Commitment to continuous improvement.
• Ability to motivate, support and challenge others.

Responsibilities

• Lead and develop a team of Customer Service Officers.
• Coach and motivate colleagues using KPIs to improve results.
• Ensure customers receive a positive and seamless experience.
• Establish ways of working and champion continuous improvement.
• Collaborate with colleagues across Birmingham and Wiltshire to create a consistent customer experience.

Skills

Team leadership

Coaching

KPI analysis

Customer service

Communication

Job description

Confidential in Birmingham is launching a new contact centre at Brindley Place and seeks an experienced Contact Centre Team Leader to build and guide the team from the ground up. You will lead Customer Service Officers across phone, email and digital channels, coach and motivate the team, and use KPIs to drive continuous improvement while delivering a consistent customer experience.

This hybrid role requires office presence twice a week, a 37-hour week, and a supportive benefits package