Product Features
Blog
Contact Us
Sign In
Brightside Group
,
Aust, Gloucestershire
Team Leader
|
|
Job Type: Full-time |
|---|
Overview
Job Title: Team Leader Salary: Competitive (Depending on Experience) Location : Brightside Park, Severn Bridge, Aust, Bristol, BS35 4BL About the team We’re looking for an experienced People Manager. You’ll need to be passionate about getting the best out of your team and be strong role models who are results driven and customer orientated. You’ll manage a team of Customer Consultants within a contact centre environment – they’ll be answering calls from potential customers who require an Insurance quote for their car, van or motorbike. About the role As a Team Leader you will be leading and supporting a team of front line Customer Consultants to provide exceptional customer service and meet KPI’s. Developing and maintaining high levels of team member motivation and morale. The key elements of your role will include: Developing and maintaining high levels of team member motivation and morale.Monitoring & managing team and individual performance to ensure we are recognising achievements and tackling under-performance. Maintain a sound knowledge of the business and industry to support commercially aware strategic decisions. Develop and deliver clear plans that support a continuous improvement culture in team performance. Driving efficiency of your team to support cost effective service delivery. Use Management Information to make decisions that improve customer, employee and commercial performance outcomes. Dealing with escalated customer complaints Identifying and responding to team members with varying skills and knowledge levels Ensure the business measures and meets Fair Treatment of Customers principles and requirements. Ensure teams comply with all relevant legislative and legal requirements, including industry regulations, employment law, Data Protection and Health and Safety Ensure teams demonstrate behaviours that promote Brightside values that specifically promote commitment, respect, innovation, ‘can do attitude’ and teamwork Ensure that resource levels are optimised to meet customer demand Ensure teams adherence to company policies and frameworks About you You will need to have experience of leading a team within a performance contact centre environment. Experienced in delivering exceptional customer service sales performance. Be self-driven and highly motivated as well as engaging and coaching a contact centre team. You will also have Experience of delivering exceptional customer service or sales performance, working to and exceeding SLA’s and KPI’s. Experience of leading a team within a performance focused contact centre environment Experience of dealing with escalated complaints Customer Service Experience, including complaint handling Experience of leading, developing, engaging and coaching a contact centre team Ability to analyse performance data and provide recommendations Commercial and customer focus Proficient in Microsoft Office – Word, Excel, and PowerPoint What’s in it for you? You’ll start on 22 days’ holiday plus bank holiday and birthday holiday. This increases with length of service Life Assurance to the value of 4 times your basic salary Company pension scheme Free onsite parking Free fruit We give you access to a discount site for things like eating out, health and leisure, family fun and more Access to hundreds of pounds’ worth of health care and treatments via our Health Cash Plan You’ll also get access to the 24/7 Employee Assistance Programme.