Contact Centre Team Leader

Location : Hampshire

Salary: £27000 -£29000 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