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    Contact Centre Team Leader - Norwich, United Kingdom - Intelligent Office

    Intelligent Office
    Intelligent Office Norwich, United Kingdom

    Found in: Talent UK C2 - 2 days ago

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    Full time
    Description

    Contact Centre Team Leader

    Salary: £30,000 basic plus monthly Team Performance Bonus Incentives
    Location: Norwich
    Contract : Full Time, Permanent
    Shift pattern: 37.5 hours per week, Monday to Friday, with varying shifts between 8am and 6pm
    Work model: Hybrid

    TSO seeks a Contact Centre Team Leader to join our team

    TSO is a UK based content publisher, delivering high quality publishing solutions, across multiple formats on behalf of clients to end customers in the UK and globally. Originally specialising in government regulatory publishing, TSO is actively developing new clients in private sector professional publishing.

    TSO's Contact Centre provides inbound customer services support for some high-profile clients, such as Driver and Vehicle Standards Agency, Home Office, Health and Safety Executive and The National Archives.

    Purpose of the role

    As a Contact Centre Team Leader, you will be a leader, trainer, coach, and administrator all rolled in to one Working with the WLT Public Sector (TSO) Contact Centre Leadership Team you will support the department to deliver a high standard of service performance to customers and clients who contact the team through telephone, written, email, and web chat.

    Role Responsibilities

  • Work with the Contact Centre Manager (CCM) and the other team leaders (TL's) to:
  • Achieve company targets through best utilization of resources and systems.
  • Identify opportunities for improvement and implement best practice working methods.
  • Conduct regular reviews of the agent's performance and organise and deliver training for under performers.
  • Prepare and deliver workshops/training sessions addressing areas for improvement within the department.
  • Prepare and deliver inductions for new members of staff.
  • Review and update all training manuals, competency frameworks, help pages and any other documents utilised within the department.
  • Prepare reports on quality, customer care and customer satisfaction (this list is not exhaustive) for review by the leadership team and other key stakeholders (WLT/client where applicable).
  • Support the implementation of new business by attending meetings/workshops and preparing best practice working methods for roll out within the department.
  • Deal with challenging and difficult customers as part of the contact centre escalation process when required.
  • Communicate efficiently and effectively all relevant information relating to company policies, procedures, vision and strategy.
  • Plan activities and projects to achieve objectives.
  • Work within the compliance and HR framework of company policies in respect of supervision of the performance of staff
  • Work towards continuous improvement of service delivery to ensure compliance with ISO 9001
  • Work to deadlines as and when required.
  • Support your team members to achieve their objectives and succession planning.
  • Promote the benefits of the contact centres sales and service skills to both clients/customers and the rest of the organisation.
  • Review all up-selling/cross-selling activities to maximise all opportunities and increase company revenue.

    • Key Skills:

  • Ability to motivate people.
  • Experience of training/coaching (desirable)
  • Good understanding of Williams Lea/TSO corporate goals and vision
  • Clear communicator (both verbal and written) with strong presentation skills.
  • PowerPoint or other presentation software experience (desirable)
  • Proficient at Word and Excel (Essential).
  • Strong 'people skills' for building relationships with colleagues at all levels
  • Attention to detail.
  • Target driven with interest also in sales.
  • Team Player
  • A responsible and conscientious attitude
  • Ability to multi-task and work under pressure

    • Rewards and Benefits:

    We believe in supporting our employees in both their professional and personal lives. As part of our commitment to your well-being, we offer a comprehensive benefits package, including but not limited to:

  • 25 days holiday plus bank holidays
  • Salary sacrifice schemes, retail vouchers – including our TechScheme which can be used on a range of gadgets such as Smart TV's, laptops and computers or household appliances.
  • Life Assurance
  • Private Medical Insurance
  • Dental Insurance
  • Health Assessments
  • Cycle-to-work scheme
  • Discounted gym memberships
  • Referral Scheme

    • You will also work for a global employer who is dedicated to offering each employee an enjoyable, challenging and rewarding career with future career development prospects

    Equality and Diversity

    The Company values the differences that a diverse workforce brings to the organisation and will not discriminate because of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (which includes colour, nationality and ethnic or national origins), religion or belief, sex or sexual orientation (each of these being a "protected characteristic" in discrimination law). It will not discriminate because of any other irrelevant factor and will build a culture that values openness, fairness, and transparency.

    If you have a disability and would prefer to apply in a different format or would like to make a reasonable adjustment to enable you to make an interview, please contact us at

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