Team Leader - Contact Centre

Computershare; Bristol; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

A leading financial administration company seeks a proactive Contact Centre Manager based in Bristol (Hybrid) to oversee a team of customer service professionals. This role involves enhancing service delivery, supporting team development, and ensuring compliance with service level criteria in a dynamic work environment.

Benefits

Flexible work arrangements

Health and wellbeing rewards

Employee share purchase program

Recognition awards

Qualifications

• Experience in managing high-volume Customer Service Teams.
• Ability to prioritize workloads with attention to detail.
• Strong understanding of Contact Centre environments.

Responsibilities

• Manage and develop a team to meet service goals.
• Ensure compliance with regulatory requirements.
• Identify trends to improve service efficiency.

Skills

Leadership

Customer Focus

Communication

Decision Making

Change Management

Organizational Skills

Job description

Job Description

Location : Bristol (Hybrid)

In this position, you'll be based in the Bristol office for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at computershare.com/flex.

We give you a world of potential

We're seeking a dynamic and energetic individual who can bring enthusiasm and a proactive approach to our team. We work within the financial industry, and you'll supervise a motivated group of customer service professionals, aiming to develop and empower them to deliver world-class service while managing client demands. As the forefront of this expanding team, you will support multiple regions and represent our Centre of Excellence.

As part of the Contact Centre management team, you will play a crucial role in enhancing our customer service across all communication channels. We need someone who can grow, develop, and shape the team, making a significant impact within the business.

A role you will love

You'll be responsible for your team's contribution to the Contact Centre's operational and service delivery goals, ensuring excellent customer service and meeting client service level criteria. This includes managing and developing team members, maintaining high quality assurance scores, and complying with regulatory requirements.

• Actively manage, coach, and use development plans with team members, resolving performance issues and motivating them to reach their full potential
• Use our 'Being Purple' framework as a development and motivational tool
• Assist with handling escalations in the contact centre
• Identify trends to improve efficiency and service

Schedule: our working hours are Monday to Friday, between 8am and 9pm, and some bank holidays. The position is open to you if you live within an hour's commute of Bristol, BS99 6ZZ.

What will you bring to the role?

We're looking for a people-focused leader who aims to enhance the customer experience while balancing business needs. A strong understanding of an Operations/Contact Centre environment and leadership experience in managing a high-volume Customer Service Team are essential.

The ideal candidate will efficiently prioritise workloads, pay meticulous attention to detail, and use sound business rationale. They should identify trends and areas for improvement in processes and people, driving necessary changes with excellent verbal and written communication skills. Here are other requirements:

• Ability to be flexible and adaptable under pressure
• Proficiency in change management
• Strong customer focus with a commitment to delivering excellent customer service
• Effective communication skills
• Strong decision-making abilities
• Excellent planning and organisational skills

Rewards designed for you

Flexible work to help you find the best balance between work and lifestyle.

Health and wellbeing rewards that can be tailored to support you and your family.

Invest in our business by setting aside salary to purchase shares in our company, and you'll receive a company contribution as well.

Extra rewards ranging from recognition awards and team get togethers to helping you invest in your future.

And more . Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our handbook will help you find out more about our rewards and life at Computershare, visit computershare.com/careershub.

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About Us

A company to be proud of

We're a global leader in financial administration with over 12,000 employees across more than 22 different countries. At Computershare, it's more than just a job, our open and inclusive culture means that we will help you to grow, to move forward and make the most of our world of opportunities.

A diverse and inclusive place to work

At Computershare we value diversity and welcome applications from everyone, believing that an equal and inclusive culture is key to excellent results. One of the greatest advantages for our organisation is the talent and diversity of our people and we strive to ensure all our employees have an equal opportunity to contribute their ideas, bring their personality to their work and showcase their skills. For support with accommodations or adjustments during our recruitment process please visit computershare.com/access for further information.

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