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Contact Centre Team Leader

Basic job
Recruiter
Candidate Source Ltd
Salary
From £19,626 to £19,626 per year
Location
Newcastle upon Tyne
Job term
Permanent
Job hours
Full time

As this well known Contact Centre continues to expand an excellent opportunity has arisen for a Contact Centre Team Leader within their Contact Centre based in Newcastle.

This is a fast paced and dynamic role within a pressured, commercial environment, regularly required to adapt to meet the strategic focus of the business. The role is critical to the effectiveness of the business operation, as the team helps drive the operation support and client contractual KPI's. The primary focus of this role is the delivery of excellent service through the performance of the team to the clients and customers.

As a Contact Centre Team Leader your duties will include:

• Managing all cc staff.
• Managing sickness/absence.
• Performance managing all individuals.
• Managing call stats for individuals and the cc as a whole.
• Supporting with customer complaints.
• Responsible for monitoring and managing the performance and quality output of the team, mentoring and motivating.
• Managing a workforce planning model and rotas to ensure that adequate resources are in place to handle call volumes.
• Responding to and resolving, where possible, escalated complaints.
• Handling ad-hoc project requests and preparing detailed reports as required.
• Producing MI for Department Manager on a range of activities.
• Handling ad-hoc project requests and preparing detailed reports as required.

An ideal Contact Centre Team Leader will hold the following skills and experiences:

• Must have relevant contact centre experience.
• Must have experience working towards KPI’s and managing others working towards set KPI’s.
• Experience in setting individual KPI’s.
• Experience in performance management.
• Be flexible and able to use your own initiative.
• An aptitude for investigating and problem solving will be essential in order to ensure a timely resolution to the expectation of the team, as well as any customer, query or complaint.
• Must be able to communicate effectively with internal and external customers, as well as being able to analyse management information and demonstrate good IT skills.
• Knowledge of motivational techniques and people management including all aspects of performance management, the ability to prioritise, report writing and planning skills will be a crucial requirement of the role.

The working hours of this role will be 40 hours between 8am and 8pm Monday to Friday and 8pm-6pm Saturday.

In return you will receive a salary of £19,626 per annum.


The first stage of the application process is to apply online.

Candidate Source Ltd is an Advertising Agency working on behalf of an Employment Agency. By applying for this position you are giving us permission to pass your CV and covering letter to a third party in relation to this specific vacancy. A full copy of our privacy policy can be viewed on our website.

Contact
Michelle Davies
Posted
Reference
14Apr196AT

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Head of Contact Centre

Standard job
Recruiter
Matt Burton Associates
Salary
From £35,000 to £50,000 per year + Bonus, pension, benefits
Location
Chorley
Job term
Permanent
Job hours
Full time

Matt Burton Associates are working with the UK’s leading provider of advice and solutions for people with serious debt problems, whose mission is make money go further. The vision of this organisation is to be the most trusted financial services business in the UK, and we are looking for a Head of Contact Centre to come on board and contribute to their success.

Role Summary for 'Head of Contact Centre'

* The key Operational Owner for performance; designs and delivers tactics to support Strategic Delivery.
* Owns all inbound and outbound sales activity in a busy Contact Centre of 60 -100 FTE across 7 days a week, 363 days a year. Channels include Voice, Mail, Web, and Text.
* Drives sales performance by leading a team of Sales Managers within a dynamic and changing department. You will lead, motivate and coach your team, and also work closely with other Department Heads in order to deliver our Company objectives.
* Productivity, quality of service and our people are also important to us and results need to be achieved within the appropriate compliance frameworks.

Key Responsibilities

* Meet all KPIs, specifically all Sales targets and goals associated with the Balanced Business Scorecard.
* Evolves a Sales Culture and Practices in alignment with Mission, Vision, and Values.
* Works in complete alignment with Marketing to ensure a joined-up & optimal Customer & Colleague Sales & Service Experience.
* Optimises Dialler Performance throughout all operational hours and campaigns.
* Drives our Colleague Engagement Activities to meet agreed targets.
* Evidences active development of Direct Reports through coaching, ensuring regular 1/1’s are recorded as a complimentary action.
* Owns the totality of inbound and outbound contact centre performance, making key strategic and tactical decisions to achieve department sales targets
* Delivers acceptable performance within or below budgetary thresholds.
* To drive improvements in customer service performance, operational measures and productivity
* To work reasonable hours to ensure performance targets met which may include unpaid overtime and weekends.
* Ensuring that recruitment and training of staff allows for continued growth of the functions including individual and group training and coaching
* Formation and implementation of contingency and emergency plans to improve performance
* Work to minimise staff attrition through the adoption of communication, staff development and recognition programmes
* To co-ordinate and manage various offsite promotions at shopping venues and other sites Skills and Experience

Essential

* Significant sales management experience, ideally within the financial sector.
* Ability to achieve productivity, service and sales targets.
* Ability to coach and establish performance improvement criteria.
* Ability to communicate at all levels both written and orally.
* Excellent time management and process improvement skills.
* Ability to work well in a team and across functional boundaries.
* Experience of setting, monitoring and achieving KPIs.
* Ability to lead and motivate multi-functional teams.
* Ability to delegate to and work with other team members.
* Experience of face to face selling, preferably in a retail environment

Desirable

* Expert knowledge of products offered in a financial solutions company.

Additional Information

* Salary for the role is depending on experience
* Generous Bonus Scheme – With OTE of £3,500
* Holidays – Up to 25 days plus 8 public holidays
* Buy and Sell Annual Leave Scheme (up to 5 days per annum)
* Up to 3% matched contributory Pension Scheme
* Save as You Earn Scheme

Contact
Recruitment Team MBA
Posted
Reference
NY0054

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Sales Agents – Contact Centre

Basic job
Recruiter
Advertise-a-Job.com
Salary
From £15,000 to £18,000 per year + commission/bonus
Location
Northampton
Job term
Permanent
Job hours
Full time

A dynamic and exciting business seeks Sales Agents to join its thriving and busy travel insurance department based in its modern Northampton contact centre. Earning £15,000 - £18,000 + commission/bonuses, there are full time and part time positions available.

We operate various shifts which are worked on a rota basis within our opening hours which are:
• 08:30 - 21:00 Monday to Friday,
• 08:30 - 18:00 on Saturdays and
• 10:00 - 18:00 on Sundays.

Full Time employees are required to work 37.5 hours per week including a minimum of one evening per week and one weekend in two. Part time employees will be required to work a minimum of one weekend in four (min 4 hours) in addition to other flexible hours during the week. Schools hours, part days and evenings are available.

Specialising in insurance and specialist products for the over 50's the company has experienced phenomenal growth which has seen them ranked in the Sunday Times Fast-track 100 for three consecutive years and they look forward to continuing this success going forward. As a Sales Agent your main responsibilities will include:

• Respond to customer enquiries about our products
• Providing quotes and sales to our customers
• Provide excellent levels of customer service

The successful Sales Agent should possess the following skills and experience:

• Excellent communication skills
• Driven with a desire to meet and exceed targets
• PC literate
• Passionate and eager for a new challenge

If you are interested in one of the Sales Agent vacancies please send your CV along with a covering letter explaining why you feel you are suitable for the position.

Additional Information: You will receive 23 days paid holiday per annum (pro rata). Full company benefits which include FREE membership of the Virgin Gym, FREE private health insurance and FREE travel insurance will be available subject to qualifying periods of employment.

Contact
Sarah Charman
Posted
Reference
AAJ-10439

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Contact Centre Operators

Basic job
Recruiter
Absolute Recruitment (Newport) Limited
Salary
From £8 to £8 per hour
Location
Pontypool
Job term
Temporary
Job hours
Full time

Absolute is operating as a recruitment agency for the supply of contract opportunities. Our customer is recruiting skilled call centre staff to join them for a minimum of 3 months, leading to direct contracts thereafter.

Ideally you will be able to work a total of 32 hours, including rotating Saturdays and Sundays, with a variety of hours from 14.00 - 20.00 - throughout the week. Part time hours can also be accommodated.

You will deal with out bound calls centred around fundraising activities and you will interact by telephone and other media with outside parties to recruit new supporters, promote fund raising campaigns, convert enquiries into registrations, answer questions, handle complaints, and create and maintain an interest in fundraising campaigns.

You will build interest in the services and products offered by the company and convert enquiries into registrations, and obtain information and potential supporter leads, and provide a personalized service of the highest level; update the existing databases and systems with changes and the status of each prospect.

You will arrange for the dispatch of information packages, brochures etc. to interested parties and undertake general administration duties and ensure accurate computer records are maintained.

Ideal candidates will come from a similar sales based or customer service or role.

Whilst we endeavour to respond to all applicants who apply to our vacancies, in certain instances this is not always possible. Therefore, if you have not heard from us within 5 working days of your application, please assume that on this occasion you have not been successful. We will retain your details on file and advise should alternative opportunities arise.

Contact
Andrew Minton
Posted
Reference
21585

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Team Leader (Contact Centre)

Basic job
Recruiter
Red Recruitment - Cardiff
Salary
From £20,000 to £22,000 per year
Location
Ebbw Vale
Job term
Permanent
Job hours
Full time

A fantastic opportunity has arisen for an experienced Team Leader to join an expanding and well established company based in Ebbw Vale.

As a Team Leader you will manage a team of 12 (which will be growing) and ensure they are motivated and monitored to ensure that performance targets are hit.

To be successful within this role you will have previous experience in a Team Leader role and will have a proven track record of managing a team with strong coaching and leadership ability and will be able to motivate individuals within a team.

Due to location you will need to have access to your own car.

For more details please call Tara at the Cardiff Red Recruitment office

Contact
Amy Lewis
Posted
Reference
TVTL25

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Contact Centre Advisors

Standard job
Recruiter
M&S Bank
Salary
Competitive
Location
Cheshire
Job term
Temporary
Job hours
Full time

Department Profile:

The key purpose of the role is to deliver excellent customer service to credit customers over the telephone. The main products are Credit Card, Premium Club, Loans, Travel Money, and Chargecard. The role will include:-

* Maximise opportunity to increase sales whilst maintaining customer experience.
* Build relationships that lead to sales through conversations with customers, incorporating needs analysis , building rapport and overcoming objections
* Provide exceptional service through phone interactions with customers, focusing on resolving queries with an efficient, accurate, professional and courteous manner to create brand loyalty.
* Make outbound sales, retention and welcome calls to support marketing campaigns.
* Take maximum opportunity to maintain customer’s faith in the M&SB brand.
* Escalate and progress customer queries where relevant to Team Leaders or internal departments.
* Maintain and update relevant customer account details using appropriate systems for M&SB products.
* Resolve customer queries using discretion when providing the appropriate solution and advise on necessary action to prevent reoccurrence within policy guidelines.
* Responsible for meeting sales targets whilst maintaining efficiency, quality and effectiveness.
* Understand and operate within regulatory requirements e.g. Data Protection, Money Laundering, FSA etc.



The shift pattern currently available is:

Full Time Positions

Week 1
Mon-Thu - 09.00-17.45
Sat - 09.00-13.00

Week 2
Mon-Thu - 10.45-19.30
Fri - 09.00- 13.30

The role will begin with 3 weeks full time training, which will be Monday to Friday 9-4.45.

MBA is an employment agency and employment business. This role will be working for MBA Temps.

Contact
Recruitment Team
Posted
Reference
CCFTOUT

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Contact Centre Associate Opportunities (Contact Centre, Call) EVEC0065

Basic job
Recruiter
Blue Octopus Recruitment Ltd
Salary
Competitive + £8.50 per hour
Location
Northaw and Cuffley
Job term
Permanent
Job hours
Full time

Our client has learnt a lot in nearly 50 years of improving homes. From the quality of their materials and care in their craftsmanship to their immaculate installation, over 2 million customers have already put their trust in them.

They pride themselves on working with the most driven and passionate people and in return they offer excellent training, career progression opportunities and a wide range of benefits.

A number of exciting Contact Centre Associate opportunities have arisen for enthusiastic and customer driven professionals to join their Contact Centre team.

These integral roles will be responsible for providing top notch telephone marketing services to prospective and existing customers, promoting the Brand and generating the company appointments which help to drive their sales activity.

To be successful your existing knowledge and experience will likely allow you to already be able to demonstrate second to none customer experience and communication skills, coupled with exceptional time management ability.

Amongst others, some of the responsibilities of the role will include:

• Delivering a first class customer experience to all customers
• Responding to customer calls and enquiries
• Taking calls from customers
• On line Appointment and brochure requests
• Database maintenance
• Microsoft package use
• Collating reports
• Receiving service call requests
• General administration support

This is a great opportunity to join an established and dynamic team and these roles will suit individuals who can use their initiative and are able to demonstrate an innovative yet best proactive approach to problem. The need to ensure that the service they provide is second to none is obviously a must!

This is a Blue Octopus Recruitment Ltd vacancy who are operating as an employment agency. Once you have clicked to apply for this vacancy, we will then send you more information on the role including a copy of the application form via email.

Contact
Blue Octopus Team
Posted
Reference
EVEC0065

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Inbound Contact Centre Advisers - Nights

Standard job
Recruiter
Matt Burton Associates
Salary
From £7 to £8 per hour
Location
Liverpool
Job term
Permanent
Job hours
Full time

Matt Burton Associates are working with a Liverpool based Contact Centre in order to recruit a number of Inbound Customer Service Advisers to work nights on various campaigns for their portfolio of clients. This exciting company provide bespoke outsourced telephony solutions to businesses across the UK and is continuing to grow due to their fantastic 24 hour service and reputation in the market.

As an Inbound Adviser, you will be expected to answer a variety of calls for different campaigns. Extensive training will be provided during a 12 week temporary period, after which a permanent contract will be offered. Essential requirements for the role:

* Contact Centre experience
* Customer Service
* Great communication skills, both verbal and written
* Positive attitude and drive to succeed
* Teamwork
* Reliability
* Flexibility to work weekends
* Spelling ability

Full time roles are working between the hours of 10pm and 6am, 4 out of 7 nights, including 1 weekend night.

Please send a detailed CV to apply.

Contact
Recruitment Team MBA
Posted
Reference
NY0045

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Contact Centre Advisers - Live Chat

Basic job
Recruiter
2M Employment Solutions Ltd
Salary
Competitive + plus commission
Location
Cheshire
Job term
Permanent
Job hours
Full time

Contact Centre Advisers - Live Chat

• Join the leading provider of online engagement solutions for corporate businesses
• Work with one of the world’s most prestigious Automotive Brands
• Be part of a new and rapidly growing business where you can make a difference
• Full time and Part time Roles available providing a service 4am -10pm 7 days a week
• £16K - £18K (FTE) basic plus commission

Vee24 are recruiting Live Help contact centre advisers who are outgoing, articulate and professionally presented to provide online customer support for one of our prestigious automotive clients.

Vee24 provide retailers with a solution to meet and serve their online customers in the same personal way as their sales assistants do in dealership. The Vee24 unique multi-channel platform delivers the capability for retailers to professionally serve, in real time, with customers and fully co-browse with them through their website, showing them products and helping the customer journey through to the checkout.

At Vee24 our focus is providing outstanding customer service. We are a young fast growing business with a driven and motivated team. Vee24 has an impressive and rapidly expanding client base with leading edge brands such as Jaguar Land Rover, Audi, DFS, Schuh, Vodafone and others which has resulted in Vee24’s rapid global expansion.

Working within the Live Help contact centre you will be offering an exceptional service to online customers for our prestigious automotive client. You will build relationships with the customer and ensure lead management processes are followed so that customers receive and excellent and seamless experience.

The successful candidate will have a friendly, outgoing personality with a professional appearance, work well as part of the team and be driven and ambitious to succeed. Experience in a contact centre environment and an interest in cars is preferable, but not essential, as our live chat team receive the most comprehensive training and support. We have both full time and part time positions available to cover a service 4am to 10pm 7 days a week.

If you believe that you have the drive and capability to be part of this exciting and growing sales team, please click ‘Apply’ to forward your application with CV.

Contact
Mike Minnis
Posted
Reference
2M-MM2371

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Customer Service Advisor / Contact Centre

Basic job
Recruiter
Networx Solutions
Salary
From £22,000 to £25,000 per year
Location
Redhill
Job term
Permanent
Job hours
Full time

Customer Service Advisor / Contact Centre
Redhill, Surrey (Commutable from Caterham, Dorking, Horley, East Grinstead, Crawley, Sutton, Reigate)
£22,000 - £25,000 + Excellent Benefits

Our client supplies water to over 680,000 people in East Surrey, Kent and the London Boroughs of Sutton, Merton and Croydon. They are a forward thinking, innovative company, highly regarded for their efficiency and customer service.

They are currently seeking a Customer Service Advisor to join their team based in Redhill, Surrey. The main purpose of this role is to deal with all aspects of the billing and collection of water, wastewater and non-core charges involving direct contact with customers. Within this role your main responsibilities will include responding to customer enquiries on all aspects of service provided by the company and provide advice to customers regarding billing, leakage, high consumption, consistency and quality of supply and the effect of company work in the public domain. You will also be expected to liaise with other departments to resolve customer queries relating to billing, collection and operational issues.

The successful candidate may have worked within a contact centre environment previously and will be highly customer focussed. It is essential that you are prepared to go above and beyond to assist customers with their queries and you will be able to actively listen to them to provide effective advice. You will understand the importance of being able to empathise with customers and remain professional at all times, even when dealing with difficult situations and you will be a strong team player with a keen eye for detail. You must be computer literate and highly organised, enabling you to plan and prioritise a busy workload.

Contact
Helenna Hobson
Posted
Reference
NTXKO22909

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