Contact Centre Team Leader

We are currently working on behalf of our trusted client who are looking for a Contact Centre Team Leader. Join our client, a leading player in the pet health services and insurance industry, as they aim to secure the coveted position of the UK's #1 Pet Insurer.

What You Can Expect

• Location - Borehamwood (Hybrid)
• Salary - £29,000
• Work type - Permanent

Main Responsibilities as a Contact Centre Team Leader

• Optimise Agent Availability - Ensure efficient utilisation of agent time and manage client lines effectively.
• Handle Escalations - Resolve escalated calls professionally and in line with company procedures.
• Team Development - Identify training needs and support development through coaching and monthly reviews.
• Performance Management - Provide documentation and feedback (1-2-1s, RTWs, performance reviews) to enhance team performance.
• Service Improvement - Assist with call handling during peak times to maintain service levels.
• Target Achievement - Lead by example to exceed individual, team, and departmental goals.
• Team Leadership - Motivate and support advisors to maintain high morale and service standards.
• System & Compliance - Ensure adherence to company policies, health & safety regulations, and efficient system usage.
• Flexibility & Innovation - Adapt to workplace changes, test system updates, and promote a positive company image.

Experience, Skills, and Qualifications

• Prior experience in a call centre, preferably in an inbound setting
• Demonstrated experience in people management
• Proven ability to identify and support individual development needs
• Strong background in customer service
• Experience in achieving individual, team, and departmental goals
• Exceptional verbal and written communication skills
• Proven expertise in handling customer complaints
• Professional and courteous telephone manner
• Strong communication and interpersonal abilities
• Previous call centre experience preferred
• Hybrid working model: 3 days onsite in Borehamwood, 2 days remote (after training completion)

What’s In It For You?

• Competitive Benefits
• Private medical
• Pension scheme
• 25 days holiday
• Hybrid working

For further information on this Contact Centre Team Leaderrole apply below

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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