Service Centre Team Leader

WTW; Greater London; Hybrid; GBP 36,000 - 48,000; Full time

Benefits offered by this job

Private healthcare

Life insurance

Group income protection

Pension scheme

Hybrid working

Volunteer day

Electric vehicle car scheme

Share scheme

Cycle-to-work

Dental cover

Optical cover

Critical illness protection

Job summary

WTW is seeking a Service Centre Team Leader to oversee data analysis, reporting and quality monitoring while coaching a team to deliver exceptional customer service. The role includes performance management, project planning, and handling escalations to ensure high-quality support for members and clients.

You will lead coaching sessions, manage performance improvements, and support new service installs, contributing to a professional, efficient service centre environment in a hybrid working

Qualifications

• Experience managing a contact centre or customer service team, with technical proficiency and familiarity with omnichannel contact/service centre platforms.
• Strong people management experience and be energised to inspire / motivate a team.
• Effective problem-solving skills, including experience in working through change and enhancing efficiency.
• Keen to provide an exceptional member service, with a positive and customer focused attitude.
• Clear and effective communication skills (listening, spoken and written)
• Computer literate and able to work to a high level of accuracy.
• Experienced in motivating, mentoring and leading a team to attain SLA targets.
• Flexibility to adapt to changing business needs and competing priorities.
• Strategic thinker, with evidenced ability of suggesting, developing, and implementing process improvements to enhance member experience / productivity.

Responsibilities

• Produce accurate reports and identify trends in data, proposing solutions to optimise productivity and enhance services
• Lead and motivate a team to provide exceptional customer service
• Monitor team progress towards quality and performance targets
• Complete monthly coaching and 121's with your direct reports, including performance improvement or development plans as required
• Assist with project planning, business pitches and recruitment
• Be a point of reference on more technical issues and non-standard queries
• Support Service Centre new service installs
• Assist with escalations and other incoming interactions as required
• Provide an exceptional level of service, adapting to different caller scenarios and challenges
• Positively represent WTW and our Clients by providing a friendly and professional service
• Inform the team of procedure changes and member communications

Skills

Contact centre management

People management

Problem solving

Customer service orientation

Communication skills

Attention to detail

Time management

Change management

Process improvement

Tools

Omnichannel platforms

Job description

This job is with WTW, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.

Description

This is an exciting opportunity to join a successful and growing organisation as a Service Centre Team Leader. In this varied role, you will be responsible for data analysis, reporting, quality monitoring, performance management, project planning, coaching and development, as well as handling escalations and complex interactions.

The Role

• Produce accurate reports and identify trends in data, proposing solutions to optimise productivity and enhance services


• Lead and motivate a team to provide exceptional customer service


• Monitor team progress towards quality and performance targets


• Complete monthly coaching and 121's with your direct reports, including performance improvement or development plans as required


• Assist with project planning, business pitches and recruitment


• Be a point of reference on more technical issues and non-standard queries


• Support Service Centre new service installs


• Assist with escalations and other incoming interactions as required


• Provide an exceptional level of service, adapting to different caller scenarios and challenges


• Positively represent WTW and our Clients by providing a friendly and professional service


• Inform the team of procedure changes and member communications

Qualifications

What you'll bring

• Experience managing a contact centre or customer service team, with technical proficiency and familiarity with omnichannel contact/service centre platforms.


• Strong people management experience and be energised to inspire / motivate a team.


• Effective problem-solving skills, including experience in working through change and enhancing efficiency.


• Keen to provide an exceptional member service, with a positive and customer focused attitude.


• Clear and effective communication skills (listening, spoken and written)


• Computer literate and able to work to a high level of accuracy.


• Experienced in motivating, mentoring and leading a team to attain SLA targets.


• Flexibility to adapt to changing business needs and competing priorities.


• Strategic thinker, with evidenced ability of suggesting, developing, and implementing process improvements to enhance member experience / productivity.


• Good time management

What we offer

Enjoy a benefits package designed to help you thrive, both professionally and personally. You'll receive 25 days of annual leave plus an extra WTW day to relax and recharge. Our comprehensive health and wellbeing offering includes private healthcare, life insurance, group income protection, and regular health assessments, all giving you peace of mind. Secure your future with our defined contribution pension scheme, featuring matched contributions up to 10% from the company.

We support your growth and balance with hybrid working options, access to an employee assistance programme, and a fully paid volunteer day to make a difference in your community. On top of these, you can opt into a variety of additional perks including an electric vehicle car scheme, share scheme, cycle-to-work programme, dental and optical cover, critical illness protection, and much more. Start making the most of your career and wellbeing with a range of benefits tailored for you.

Equal Opportunity Employer

We're committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants.