Hybrid Working - Canary Wharf
Monday - Friday shifts between 8am - 6pm
£38,000

Team Leader - Membership ServicesHybrid Working - Canary WharfMonday - Friday shifts between 8am - 6pm£38,000Full Time - 12 month FTC (potential to become permanent)CCP are proud to be supporting an amazing client with the appointment of a Contact Centre Team Leader to start ASAP. Leading a team of up to 12 (office, hybrid or home based) Agents through their probation and beyond, you will work on a hybrid basis in their stunning office in Canary Wharf initially on a 12-month FTC. Are you a supportive and proactive customer service Team Leader seeking an exciting new challenge?Would you like to work with a prestigious non-profit organisation that prides itself on exceptional service? Working closely with the Learning and Development Team, you will help create an engaging and motivating environment ensuring new staff consistently meet all required accountabilities, performance and behaviours. This will be achieved through regular coaching and feedback, maintaining a high standard of product knowledge, soft skills and call quality. You will ensure that the team consistently offers a professional and exceptionally high-quality service to resolve various enquiries through phone and email correspondence. As a Team Leader you will play a vital role in this complex contact centre environment, taking on managerial responsibilities including motivation, engagement, performance management and improvement. You will be expected to retain large amounts of complex information and lead from the front when necessary. Key Accountabilities (not limited to):

Ensure staff develop an understanding of performance standards and value and expectations around behaviour and professionalism.
Ensure the team understand and adhere to company polices with all responsibilities carried out within expected timeframes.
Create an environment of engagement, recognition and inclusion, while focusing on delivering an accurate, timely and professional service.
Manage the new starter on boarding process, liaising with various departments to complete required activities to set timescales.
Be a positive role model and provide leadership ensuring team engagement and motivation.
Take responsibility for personal development ensuring your own knowledge is maintained at the correct level.
Act as primary cover for Intraday Workflow Coordinator.

The successful Team Leader will:

Demonstrate strong customer service skills.
Have in-depth experience working in a similar role and environment.
Lead by example and be prepared to take calls when necessary.
Display excellent interpersonal and communication skills.
Possess an engaging, approachable and helpful personality, but able to deliver difficult messages when needed.
Promote a culture of continual improvement and exceptional quality in all interactions.
Be able to follow complex procedures, processes and policies.

Benefits:

22 days annual leave plus bank holidays, increasing with service.
Pension scheme.
Private health insurance.
Holiday purchase scheme.
Personal LinkedIn Learning licence for access to thousands of training courses.
Social events.

Apply today if you meet all the above requirements and would like to be considered for this exciting opportunity as a Team Leader. For more information, please contact Tim Campion on or , Monday to Friday 8:30am - 5:30pm. ABOUT CCPCCP are experts in Customer Operations and CX recruitment. Our network is vast, and since 2010 we've built an incredible reputation for successfully collaborating with people and delivering great service. We focus on partnering with clients and immersing ourselves in their brand when they’re searching for experienced, culturally aligned talent. We're proud to support hundreds of customer centric brands; many instantly recognisable, some lesser-known start-ups. In addition to searching for talent as a recruitment partner, we also help clients build their candidate attraction and employee retention strategies.

Team Leader - Membership Services

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