Contact Centre - Team Leader

Competitive salary plus bonuses, benefits & s
06 Jan 2021
03 Feb 2021
Contract Type
Full Time
Are you passionate about People and Service? CELEBRATE LIFE & EXPRESS LOVE

Team Leader - Contact Centre - Signet Jewellers (H.Samuel & Ernest Jones)

Hockley, Birmingham (B19 1DS)

Full time - 37 hours per week

Are you an inspirational results focussed Team leader looking for your next challenge?

If so, we'd like to hear from you!

At Signet we're accelerating our evolution to a Digital First Retailer by changing how we interact and support our Customers in this new retail landscape. To ensure we continue to deliver exceptional customer service across all channels, we're looking for a talented, Team Leader to join our dedicated team in Contact Centre.

Based within our Birmingham Store Support Centre, our Contact Centre is the hub for Signet's ongoing multi-channel strategy which will constantly evolve to facilitate changing customer requirements and will contribute directly to Signet's sales channels. Our Sales channels cover telephony, web chat and email. Our Team provides insight to the business on customer activity and issues, carrying out work to support each channel including our stores and insurance clients.

As Team Leader you'll manage a team of between 15 - 20 Advisor/Agents, responsible for coaching, support and guiding your team whilst striving for continuous improvement. As a role model you'll drive best practice, effectively engaging and communicating with your team and peers to ensure Signet's Vision and Values are shared and understood. You'll excel at leading your team to effectively understand and meet our Customer's needs and requirements.

** You must be flexible to cover shift patterns between 09:00am until 9:00pm from Sunday through to Monday**

Are you the perfect Gem?

You'll have proven and demonstrable knowledge and experience in the following areas:

Leadership or contact centre experience within a service centre environment
Experience of coaching, developing and mentoring others
Strong influencing, relationship and collaborative working skills
Demonstrable working knowledge of contract centre technologies such as call recording, and telephony and CRM controls
Experience in analysing and reporting business trends, drawing out key learning points and making recommendations to management
PC literate specifically Microsoft Office (Word, Excel, Visio and PowerPoint)
Experience of operational planning, interpreting and integrating organisational strategies; identifying, quantifying and delivering business improvements.
Able to communicate at different levels (customer through to client senior management)
Jet 1 qualification - desirable or willingness to undertake relevant jewellery qualifications

We offer a fantastic job and more??? We are passionate about our profession, and together we can help you realise your full potential. Come and be part of Signet Jewelers and enjoy the following fantastic benefits:
*Competitive Salary
*185 Hours Annual Leave (excluding Bank Holidays)
*Generous Staff Discount across all brands
*Life Assurance
*Pension Scheme
*Real Rewards Corporate Discount
*Recommend a Friend Scheme
*Cycle to Work
*Shine with Signet - Recognition Platform

Be part of something special! Signet is the name behind H.Samuel and Ernest Jones - so altogether, we have 350 UK stores selling some of the most fashionable and exclusive watch and jewelery brands on the High Street. But that's not all. We also have stores in the US, Republic of Ireland and the Channel Islands. In fact, we're the largest speciality retail jeweler in the world, by sales. Just imagine where your retail career could take you.

Signet Jewelers (H.Samuel & Ernest Jones) is an equal opportunity employer committed to diversity and inclusion. We welcome applications from all sections of the community and are proud to have achieved Disability Confident Committed status (Level 1). All employment is decided on the basis of qualifications, merit and business need

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