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Contact Centre Team Leader
Location: Norwich / Hybrid Working
Salary: £26,325 - £28,500 per annum (depending on experience) plus £2,000 on call bonus
Hours: 37 ½ hours per week
Shift pattern: Tuesday - Saturday, 2-week rota (Week 1: 08:00 - 16:30; Week 2: 11:30 - 20:00)
Contract: Full Time, Permanent
Our client is a well-established business and a market leader in their industry. They are looking for an experienced Contact Centre Team Leader to join their team.
As a Contact Centre Team Leader, you will play a crucial role in managing the day-to-day operations of a busy contact centre. You will be responsible for leading and motivating a team of approximately 22 Emergency Call Handlers, ensuring they provide exceptional service to customers at all times.
Main Responsibilities:
- Motivating the team and working to promote a healthy and positive working environment.
- Listen to team members’ feedback and resolve any issues or conflicts.
- Supporting staff by carrying out staff appraisals, one to ones, reviews and providing training.
- Holding performance reviews, producing and implementing performance improvement plans.
- Absence management, including carrying out return to works meetings.
- Monitor KPIs for the centre, suggesting and implementing strategies to ensure these are met.
- Being actively involved in the recruitment process.
- Provide Emergency Call Handling support to the team if call volumes.
Skills/Experience Required:
- Passionate about helping others with a strong customer focus and empathy
- Proven experience managing teams, ideally within a customer-facing environment
- Experience managing teams in a contact centre environment is highly advantageous
- Excellent communication and interpersonal skills
- Strong organisational and time-management abilities
- Proficient in Microsoft Office Suite, particularly Excel
- Ability to think quickly and adapt to changing situations
In return for your hard work and commitment, our client offers fantastic benefits, including:
- 31 days of annual leave, increasing to 33 days with length of service (includes bank holidays worked on rota)
- Exclusive discounts on groceries, shopping, holidays, insurance, days out, restaurants, and more
- 24/7 employee assistance programme
- Family and friends' discounts on services and products
- Pension scheme
- Free on-site parking
