Customer Service Team Leader

Due to an exciting period of growth, a thriving digital company in Market Harborough are looking for a full-time Team Leader to motivate and manage their outbound customer service team.

We’re looking for a confident, enthusiastic and approachable customer service professional with excellent leadership skills, combined with a career history of successful team management. You will coach, manage and take daily responsibility for a team of outbound customer service and telesales executives ensuring achievement of targets and KPI’s.

The company aims to become the global leader in lead generation and uses state-of-the-art in-house technology to provide companies with a source of leads in various markets across a wide range of online marketing channels on an international scale. The business has big plans for the future and as such are committed to providing employees with the support, motivation and professional challenges they need so they can grow with the organisation.

Duties and responsibilities:

• Management, motivation, training and coaching of a contact centre / sales team
• Utilising reports to drive performance
• Performing regular quality assurance activities
• Liaising with contact centre agents to discuss updates, targets and future planning
• Working closely with the management team to further develop and strengthen the telesales function
• Managing and monitoring staff holiday / absenteeism
• Lead by example, demonstrating role model behaviours and standards within your team

Skills and experience required:

• Extensive previous experience managing a B2C customer service / telesales team
• Training expertise at team leader / call centre management level, with a creative approach
• Able to influence and implement new initiatives to improve call handling techniques and performance within the team
• Experience within quality assurance (such as call monitoring) in a call centre setting is also preferred

Hours of work:

• The role is based at the clients Market Harborough office with an element of remote working
• Monday to Friday 09:00am to 17:00pm

Salary and benefits:

• Up to £25,000
• Auto enrolment pension with a matched employer contribution of 4%
• Life assurance
• Private medical insurance provided for all staff with the option to add family members
• 21 days’ annual leave (plus 8 public holidays)
• Holiday loyalty scheme for staff after 2 years of service
• Access to the employee assistance programme
• Free parking
• Free tea and coffee