Team Leader

Aspire; Liverpool; On-site; GBP 30,000 - 35,000; Full time

Job summary

A leading recruitment agency is seeking an experienced Call Centre Team Leader for their Liverpool City Centre office. This role involves managing daily activities, ensuring exceptional service levels, and leading a dynamic team. Strong people management skills and a proven track record are essential. Key benefits include generous holiday allowances and various employee perks.

Benefits

25 days holiday per year plus bank holidays

Birthday off

“Me Time” allowance

Loyalty scheme

Car park salary sacrifice scheme

Qualifications

• Minimum 3 years of experience in a team leader role.
• Strong leadership skills and solutions-focused approach needed.
• Good organizational and planning skills required.

Responsibilities

• Manage daily workloads and ensure service level standards are met.
• Conduct call monitoring and provide feedback to agents.
• Handle escalated customer enquiries with professionalism.

Skills

Proven experience as a Team Leader

Strong people management and leadership skills

Excellent customer service abilities

Good working knowledge of Microsoft Excel

Highly organised

Dynamic and proactive

Job description

Overview

Job Title: Call Centre Team Leader. Location: Liverpool City Centre (Office based). Salary: £30,000 – £35,000 per annum. Hours: Full-Time, 35 hours per week. Shifts: Flexibility to work between the hours of 9am and 8pm, Mon–Sat.

Are you an experienced Call Centre Team Leader with a proven track record in people management and a passion for delivering first-class service? We are hiring for a Call Centre Team Leader to join a thriving, fast-paced legal services business at their Liverpool City Centre head office.

As a Call Centre Team Leader, you will report directly to the Head of Operations and play a key role in managing daily activity, supporting your team, and ensuring an exceptional level of service is provided to clients, customers, and third parties. This is an exciting opportunity for a motivated and forward-thinking leader who thrives in a dynamic environment.

What You’ll Do

• Manage daily workloads, productivity, and inboxes, ensuring service level standards are achieved and staffing levels are optimised.
• Prioritise workloads and ensure targets are met.
• Conduct call monitoring and quality assurance, providing constructive feedback to agents.
• Manage system and process changes effectively.
• Prepare team performance reports, identify trends, and share insights with management.
• Provide input into process improvements and ensure adherence to company policies, including data privacy and security.
• Handle escalated customer enquiries and complaints with confidence and professionalism.
• Support training and development through one-to-one meetings and appraisals.

Key Skills & Experience We’re Looking For

• Proven experience as a Team Leader (minimum 3 years).
• Strong people management and leadership skills.
• Excellent customer service abilities with a solutions-focused approach.
• Good working knowledge of Microsoft Excel and general IT systems.
• Highly organised with strong planning and time management skills.
• Dynamic, proactive, and able to use initiative to solve problems.

Benefits

• 25 days holiday per year plus bank holidays.
• Birthday off.
• “Me Time” allowance.
• Loyalty scheme.
• Car park salary sacrifice scheme.

Application and Data Notice

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