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Team Leader - Inbound and Outbound Contact Centre
My client are a leading provider of marketing and communications in the UK. With over 35 years' experience in the direct marketing, CRM and transactional communication industries. They take great pride in providing their clients with a variety of tailored solutions and cost-effective services to improve the quality of their customer communications, streamline processes, consolidate costs and ultimately, deliver a greater return on investment.
Within the company they also offer a contact centre of excellence. Combining skilled professionals with cutting-edge technology, they deliver flexible and efficient services designed to reduce costs, enhance customer experiences, and ensure a dependable point of contact for businesses and their customers.
The role:
We are looking for a dynamic, experienced Team Leader to manage both their inbound and outbound collections agents. Ideally you will have a background collections but financial services, credit control, complaints, etc would be a viable alternative.
The team plays a pivotal role as the first point of contact for customers, ensuring queries are resolved, payment arrangements are made, and collections are maximised throughout the debt recovery process. Your leadership will help shape a high-performing team while fostering a collaborative, fun, and supportive work environment.
This role offers a competitive salary, eligibility for the company pension scheme, and the opportunity to grow within an innovative and forward-thinking organisation.
Key Responsibilities
- Lead and manage a combined inbound and outbound team of agents, ensuring performance aligns with KPIs and compliance standards.
- Support agents in delivering accurate information and solutions to customers, leveraging client systems and available data to drive successful outcomes.
- Motivate and inspire team members, fostering a positive, fun, and collaborative atmosphere that promotes individual and team success.
- Conduct regular 1-2-1s, team meetings, and development reviews to monitor progress, provide constructive feedback, and identify growth opportunities.
- Oversee daily operations to ensure smooth workflows, task prioritisation, and adherence to timelines.
- Maintain and update comprehensive training plans for all team members, empowering them to excel in their roles.
- Drive continuous improvement by identifying trends, sharing best practices, and addressing operational challenges.
- Manage team attendance, retention, and engagement through proactive communication and a supportive approach.
- Stay informed of industry trends and share insights to enhance team knowledge and effectiveness.
- Ensure all activities meet budgetary, service level agreement (SLA), and business target requirements.
Experience and Skills Required
- Proven experience in managing or leading inbound and outbound teams in a contact centre or similar environment.
- Comprehensive knowledge of compliance requirements and departmental processes.
- Strong interpersonal skills, with the ability to engage and motivate a diverse team.
- Experience in training, coaching, and/or internal quality assurance (IQA).
- Excellent communication, negotiation, and decision-making skills.
- Highly organised, with the ability to manage competing priorities in a fast-paced environment.
- Proficiency in IT systems and keen attention to detail in documentation.
- Resilience, adaptability, and a results-driven mindset.
- A commitment to fostering a positive and enjoyable workplace culture.
Perks and Benefits!
- Monday to Friday, 37.5 hours per week, between 8:00 AM and 6:00 PM. While initial shifts will be 9:00 AM to 5:00 PM, flexibility may be required to accommodate operational needs.
- 24 days holidays
- Statutory pension scheme
- Free EAP service
- Benefits Platform
If you’re ready to lead a team to success while contributing to a vibrant and forward-thinking organisation, we’d love to hear from you!
N.B All employment will be subject to satisfactory DBS check, employment references and confirmation of right to work in the UK
Despite our best efforts it is not always possible to respond to every application individually due to the high volume of responses we receive on each vacancy
Only candidates who are short listed will be contacted for this particular role and if you have not heard from us within 7 days please assume that you have not be successful. However, we will keep your details on our database, and will contact you when other suitable positions come in.
