Call Centre Team Leader Job In Birmingham

Call Centre Team Leader

  • £25000 - £32000 per annum
  • Posted: 02/03/2018
  • Birmingham
  • Job Ref: 041224839
  • Permanent

Job Details

A fantastic opportunity is available for a Call Centre Customer Service Team Manager to join a well established Energy company in the contact centre in Birmingham city centre, An exciting time to join a growing business, the ideal candidate would be someone who is as passionate about customers and great service as we are. A friendly, experienced leadership professional, great coach and motivator, with the skills to motivate your team of up to 12 FTE to provide our customers with a brilliant experience, and exceed all targets.

You will be apart of the Home Move team (also known as Change of Tenancy, Change of Occupier). Essentially the part of the customer journey when customers are moving out and therefore off our supply, or moving into a property on our supply.

The role and responsibilities
-Lead, motivate and coach a team of up to 12 Customer Care Advisors to ensure customers are provided with a great experience, both over the phone and in writing
-Follow all relevant HR processes
-Maintain coaching and performance documents for your team
-Act as an escalation point to ensure any customer questions are answered quickly and completely, with minimal support
-Passionate about enhancing our business reputation and service excellence
-Be self-sufficient, look for solutions and make things better using your own initiative
-Achieve and where possible exceed targets

To be considered for this role you must have worked as a Customer Service Team Leader previously in a contact centre

-Customer first approach
-Awesome verbal and written communicator, with strong spelling and grammar skills
-Proven leadership and coaching experience within a a call centre environment
-Proactive with ability to manage own and teams workload effectively
-Experienced in working within the Energy industry
-Has experience within joiners and leavers process
-Relevant experience

The company offer a salary of £25,000 - £32,000 with a bonus scheme of 5% annually, hours between 8am till 8pm and 1 in every 3 saturdays 9am till 5pm. An excellent benefits package and great team to work with

Please click below to apply