Call Centre Team Leader - Glasgow, United Kingdom - ACT Credit Management Ltd

ACT Credit Management Ltd

Verified Company

Glasgow, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

ACT Credit Management Ltd are based in Glasgow City Centre, and are recruiting a Team Leader to join our growing team.

37.5 hour per week:

- shifts are between the following hours:

Monday to Friday : 8:00am
8pm
Saturday : 10:00am 4pm

e.g. 8am - 4:30pm or 11:30am

Scope of Role

To support the management and development of the Customer Engagement Team to ensure a high quality, efficient and ethical service.

Providing training and coaching at individual and Team level.

Conducting Call Quality Assurance to evaluate and score telephone calls and written communications

Taking ownership of more complex / escalated accounts and providing first point resolution where possible (queries, disputes or complaints)

Required Knowledge and Experience
Good level of general education to GCSE's or GNVQ/NVQ qualification or equivalent.

At least 3 years experience working as a Team Leader within a collections or call centre environment is desirable.

Knowledge of collections industry, including FCA, CSA, and TCF guidelines would be advantageous.

Core Competencies

You must be IT literate with experience of using Word, Excel
Highly developed communication skills and ability to deal with employees and customers professionally
Ability to train new and existing staff through effective coaching methods
Ability to motivate and lead a team
To be able to recognise and deal with customers sensitive circumstances and ensure appropriate action is taken
Ability to prioritise, be organised and efficient
Flexible approach with the capability to adapt to change, new practices and cope under pressure
Able to integrate within a team and able to work on your own initiative

Due to the nature of our business, we will require a clear criminal and financial background checks and provide and full and satisfactory references.

Benefits: