Contact Centre Team Leader
Contact Centre Team Leader
Location : Hampshire
Salary: GBP27000 -GBP29000 plus fantastic benefits which include the following
25 days annual leave + bank holidays
Fully Covid secure
Sick Pay at full pay 1-20 days, half pay between 21-40 days
Auto Enrolment Pension Scheme
Life Assurance 4 x your basic salary
Long Term Disability Insurance (after 2 years' service)
On-going Training and Professional Development
Free to use gymnasium & keep fit classes (after induction)
Weekly, fresh fruit supply provided by the business
Free tea, coffee
Flexi working hours Hours: 37.5 hours a week - you must be flexible between the hours of 8am and 8pm Monday to Friday although current shifts will finish at 6.30pm You must be flexible to work 3 in five Saturdays on a rota basis between 9am and 5.30pm
Dynamite Recruitment is proud to be working in partnership with one of Hampshire's fastest growing service providers Our client pride themselves on their excellent customer services and as a result are now expanding their customer service / call centre team to support with huge growth plans
As a result of this they are now looking to Recruit a Contact Centre Team Leader / Team Manager
As a Contact Centre Team Leader, you will be responsible for the day to day supervision, coaching and development of your team of Customer Support Agents, ensuring the consistent delivery of first class customer service at all times.
If you are an experienced Team Leader, looking for your next fantastic opportunity to work in a fast paced, rapidly growing organisation, this could be an ideal move for you !
team managerould include the following
Delivery of the department's contact strategies and objectives, through the effective management of Customer Support Agents / Call Centre Agents
Accountable for the delivery of the correct and compliant customer outcomes, in the best interests of each customer
Accountability for the team's adherence to industry regulation
Daily maintenance of department, ensuring appropriate prioritisation, in line with department objectives, as directed by Contact Centre
Reporting risks and issues to the Contact Centre Manager
Active management of the Contact centre ensuring the highest possible productivity levels are attained
Close oversight and approval of all actions relating to customers identified as vulnerable
Approval of payment plans and any actions relating to the Default/Termination process
Assisting with complaint resolution and handling of escalated calls
Real time management of department resources to ensure internal compliance and quality KPIs are met
Coaching, mentoring and development of Customer Support Agents
You must adhere to the FCA Conduct regulations The ideal candidate must have
Strong leadership skills
Natural empathy for the customer experience
Proven experience of managing a team of people
High standards of numeracy and literacy, and excellent written and verbal skills
Excellent communication and interpersonal skills
Confidence in making decisions
Self-motivated and ability to motivate others
The drive to achieve daily, weekly and monthly targets
Ability to prioritise workload with excellent organisational and time management skills
Experience of performance management processes, working closely with Contact Centre Management and HR Desirable:
Experience of working within an FCA / financial service
Detailed knowledge and understanding of FCA regulations To be considered please submit your CV asap
Location : Hampshire
Salary: GBP27000 -GBP29000 plus fantastic benefits which include the following
25 days annual leave + bank holidays
Fully Covid secure
Sick Pay at full pay 1-20 days, half pay between 21-40 days
Auto Enrolment Pension Scheme
Life Assurance 4 x your basic salary
Long Term Disability Insurance (after 2 years' service)
On-going Training and Professional Development
Free to use gymnasium & keep fit classes (after induction)
Weekly, fresh fruit supply provided by the business
Free tea, coffee
Flexi working hours Hours: 37.5 hours a week - you must be flexible between the hours of 8am and 8pm Monday to Friday although current shifts will finish at 6.30pm You must be flexible to work 3 in five Saturdays on a rota basis between 9am and 5.30pm
Dynamite Recruitment is proud to be working in partnership with one of Hampshire's fastest growing service providers Our client pride themselves on their excellent customer services and as a result are now expanding their customer service / call centre team to support with huge growth plans
As a result of this they are now looking to Recruit a Contact Centre Team Leader / Team Manager
As a Contact Centre Team Leader, you will be responsible for the day to day supervision, coaching and development of your team of Customer Support Agents, ensuring the consistent delivery of first class customer service at all times.
If you are an experienced Team Leader, looking for your next fantastic opportunity to work in a fast paced, rapidly growing organisation, this could be an ideal move for you !
team managerould include the following
Delivery of the department's contact strategies and objectives, through the effective management of Customer Support Agents / Call Centre Agents
Accountable for the delivery of the correct and compliant customer outcomes, in the best interests of each customer
Accountability for the team's adherence to industry regulation
Daily maintenance of department, ensuring appropriate prioritisation, in line with department objectives, as directed by Contact Centre
Reporting risks and issues to the Contact Centre Manager
Active management of the Contact centre ensuring the highest possible productivity levels are attained
Close oversight and approval of all actions relating to customers identified as vulnerable
Approval of payment plans and any actions relating to the Default/Termination process
Assisting with complaint resolution and handling of escalated calls
Real time management of department resources to ensure internal compliance and quality KPIs are met
Coaching, mentoring and development of Customer Support Agents
You must adhere to the FCA Conduct regulations The ideal candidate must have
Strong leadership skills
Natural empathy for the customer experience
Proven experience of managing a team of people
High standards of numeracy and literacy, and excellent written and verbal skills
Excellent communication and interpersonal skills
Confidence in making decisions
Self-motivated and ability to motivate others
The drive to achieve daily, weekly and monthly targets
Ability to prioritise workload with excellent organisational and time management skills
Experience of performance management processes, working closely with Contact Centre Management and HR Desirable:
Experience of working within an FCA / financial service
Detailed knowledge and understanding of FCA regulations To be considered please submit your CV asap