Jobs
>
Norwich

    Contact Centre Training Team Leader - Norwich, Norfolk, United Kingdom - Williams Lea

    Williams Lea
    Williams Lea Norwich, Norfolk, United Kingdom

    2 weeks ago

    Default job background
    Description
    This website is operated, hosted and managed by Williams Lea Limited, 3 Savannah Way, Leeds LS10 1AB, United Kingdom.
    Contact Centre Team Leader page is loaded Contact Centre Team Leader
    Apply locations Norwich time type Full time posted on Posted Yesterday job requisition id R Contact Centre Team Leader

    Salary:
    £30,000 basic plus monthly Team Performance Bonus Incentives

    Contract :
    Full Time, Permanent
    Shift pattern: 37.5 hours per week, Monday to Friday, with varying shifts between 8am and 6pm
    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.

    Work with the Contact Centre Manager (CCM) and the other team leaders (TL's) to:
    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.
    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
    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.

    Experience of training/coaching (desirable)
    PowerPoint or other presentation software experience (desirable)
    Proficient at Word and Excel (Essential).
    Strong 'people skills' for building relationships with colleagues at all levels
    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).

    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 .

    Longevity driven by innovation
    Our 5,200+ talented employees worldwide are experts in delivering efficient business processes in complex and highly regulated environments.
    Connecting technology with expertise and strong processes to transform support services. As we enter our third century, we continue helping businesses thrive in a future driven by digitization and virtualization.
    #
  • Environment Agency

    Team Leader

    4 days ago

    Environment Agency Norwich, United Kingdom

    Number of jobs available- 1 · - Region- East of England · - City/Town- Norwich · - Building/Site- Dragonfly House · - Grade- Staff Grade 5 · - Post Type- Permanent · - Working Pattern- Full Time · - Role Type- Environment & Sustainability · - Salary Minimum- £37,462 · - Job descr ...

  • Marsh

    Team Leader

    1 day ago

    Marsh Norwich, United Kingdom

    **R_222708 TEAM LEADER - CYBER CLIENT EXECUTIVE TEAM** · Opportunity to join our FINPRO Client Executive team in Norwich as a Team Leader within an excellent and busy department: · **What can you expect?** · - Leading the Client Executives, a highly skilled team that specialises ...

  • Broadland Hams (Norfolk) Ltd

    Team Leader

    1 week ago

    Broadland Hams (Norfolk) Ltd Norwich, United Kingdom

    We require a Team Leader to work in our goods in, ham & bacon curing part of our factory. · - Duties & responsibilities : _Working closely with the Factory Supervisor to ensure the factory operates efficiently, whilst maintaining production procedures. Following the production pl ...

  • Scott Pallets

    Team Leader

    4 days ago

    Scott Pallets Norwich, United Kingdom

    Job Advert · **Job Title**: Team Leader · **Salary**: £12.50 per hour · **Hours**: 14:00 - 22:00 (Monday to Friday) · **Your role**: · A fantastic opportunity has arisen for a Team Leader to join our onsite sort and repair team at the Smurfit Kappa Norwich site. · Reporting to th ...

  • B&Q

    Team Leader

    2 weeks ago

    B&Q Norwich, United Kingdom

    **About the role** · **Part time hours per week** · **Permanent** · **Shifts available Monday - Sunday, 7.00am pm** · **£23,000- £25,000 (Pro rata)** · We believe anyone can improve their home to make life better. Every day, we give our millions of customers the ideas, advice, to ...

  • Surrey Street Kitchen Ltd

    Team Leader

    6 days ago

    Surrey Street Kitchen Ltd Norwich, United Kingdom

    **Team leader** · **Recruiting fast -Must be available to start work on or before 2nd May 2023** · We have an exciting opportunity available for an experienced Team leader for our new, soon to open Café / Bar in the bustling city centre of Norwich. · 'Surrey Street Kitchen' is a ...

  • Cascade (Norwich) Ltd

    Team Leader

    1 day ago

    Cascade (Norwich) Ltd Norwich, United Kingdom

    We are looking for passionate, experienced Team Leaders to join us at Cascade and be part of something Outstanding.... · To provide care in accordance with current best practice, according to policy and procedures, agreed standards, legislative requirements, relevant regulations ...

  • South Norfolk Council

    Team Leader

    4 days ago

    South Norfolk Council Norwich, United Kingdom

    **Job Title**: · *** · Team leader · **Salary Range and Hours: · £19,961 - £23,493 per annum, 37 hours per week · **Contract Type**: · Permanent, · **Location**: · Long Stratton Leisure Centre, NR152UY · **Other Key Information**: · You will be working shift patterns, including e ...

  • Norfolk County Council

    Team Leader

    1 week ago

    Norfolk County Council Norwich, United Kingdom

    **Permanent Contract | £41,173 to £45,442 per annum (Scale K) | 37 hours per week | Norwich · An exciting opportunity has arisen within the Environment Service for an Active Travel Team Leader, to complement the existing Active Travel team, working across projects to encourage an ...

  • ARC (Norwich) Limited

    Team Leader

    1 week ago

    ARC (Norwich) Limited Norwich, United Kingdom Full time

    Permanent Team Leader · Job Title: Team Leader · Job Type: Permanent · Location: Norwich · Days and hours of work: Monday to Sunday (Rota basis) 40 hours per week · Start Date: Immediately · Salary/ Hourly rate: £12.80 per hour ( enhanced overtime rate) · We are recruiting on beh ...

  • Ormiston Families

    Team Leader

    1 week ago

    Ormiston Families Norfolk, United Kingdom

    **Salary**: · £28,000 per annum · **Location**: · Norfolk · 9am Friday 25th August 2023 · **Full time, permanent position; 35 hours per week** · **Salary Scale** **£28,000 **per annum** · **Based in Norfolk** · The Breaking Barriers Project is a service which works with Children, ...

  • Citizens Advice

    Team Leader

    1 day ago

    Citizens Advice Norfolk, United Kingdom

    **Location: Kings Lynn** · Citizens Advice offers confidential advice online, over the phone, and in person, for free. Through our national network of charities, we give people the knowledge and the confidence they need to find their way forward - whoever they are, and whatever t ...

  • The Tiger Group

    Team Leader

    4 days ago

    The Tiger Group Norwich, United Kingdom

    Are you over the age of 21? · - Do you have experience in Residential Childcare? · - Do you have experience working with Emotional Behavioural Difficulties? · - Is Safeguarding important to you? · - Do you truly want to make a difference in the day to day lives of young people? · ...

  • Change Grow Live

    Team Leader

    6 days ago

    Change Grow Live Norwich, United Kingdom

    **Overview**: · CGL Norfolk Alcohol and Drug Behaviour Change Service went live on the 1st of April 2018. CGL Norfolk is an integrated end-to-end treatment and recovery service which offers a wide range of pharmacological and psychosocial interventions to Norfolk residents. We ar ...

  • Norfolk County Council

    Team Leader

    2 weeks ago

    Norfolk County Council Norwich, United Kingdom

    **Fixed term position initially for 2 years | £35,411 to £37,261 per annum (Scale J) | 37 hours per week | County Hall, Norwich · We are looking for an experienced and motivated professional to play a central role to lead in the planning, management and delivery of NCC's Green Sp ...

  • Whitbread

    Team Leader

    4 days ago

    Whitbread Norfolk, United Kingdom

    **Front of House Supervisor** · **RESTAURANT NAME: The Nelson Table Table · LOCATION: Norwich (NR1 1DX) Norfolk · HOURS: 40 hours per week · SALARY: Up to £11.90 per hour** · **At Table Table, we do restaurant jobs differently. Award-winning training. All the support you need. An ...

  • Norfolk County Council

    Team Leader

    2 weeks ago

    Norfolk County Council Norwich, United Kingdom

    **Fixed term position initially until 31 March 2025| £35,411 to £37,261 per annum (Scale J) | 37 hours per week | Location · We are looking for an experienced and motivated professional to play a central role to lead in the planning, management and delivery of NCC's tree projects ...

  • Thurlow Nunn

    Warehouse Team Leader

    1 day ago

    Thurlow Nunn Norwich, United Kingdom

    Job Advert · Are you an experienced and motivated individual with a passion for leading teams and optimising warehouse operations? Thurlow Nunn Distrigo, a prominent parts distribution business, is actively seeking a Warehouse Team Leader to join our dynamic team. · **Position: W ...

  • Norfolk and Suffolk NHS Foundation Trust

    Wellbeing Team Leader

    6 days ago

    Norfolk and Suffolk NHS Foundation Trust Norwich, United Kingdom

    We are looking for a passionate, motivated, and inspirational leader to work within our Step 3 Leadership Team at various locations in Norfolk and Waveney. · This position provides an exciting opportunity for an experienced clinician with a strong background in mental health and ...

  • Norfolk and Suffolk NHS Foundation Trust

    Wellbeing Team Leader

    1 week ago

    Norfolk and Suffolk NHS Foundation Trust Norwich, United Kingdom

    We are looking for a passionate, motivated, and inspirational leader to work within our Step 3 Leadership Team at various locations in Norfolk and Waveney. · This position provides an exciting opportunity for an experienced clinician with a strong background in mental health and ...