Contact Centre Team Leader - Purfleet, United Kingdom - The Floor Room

The Floor Room

Verified Company

Purfleet, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Main Responsibilities

Contact Centre Team Leader - Hybrid Working - Purfleet

The floor room, a subsidiary of Nestware, is the latest brand to be launched under the Nestware group. Its boutique-inspired flagship store is located on Tottenham Court Road in the heart of London's premier design district, and we're extremely excited about our plans to expand the brand to more locations.

Our mission is to provide a customer first experience.

A space to encourage creativity, putting the customers aspirations at the centre of our experience, allowing their creative ideas to become a reality.

A space which enables, facilitates, and services our customers' needs at every stage of their journey.

Creating a story, a vision, a home.

The Opportunity:
Contact Centre Team Leader

The purpose of this role is to ensure the effective operation of the Service Specialist, keeping the voice of the customer at the centre of our business while ensuring that regulatory and business standards and procedures are adhered to.

The team leader will champion customer service issues, manage the achievement of SLA's and key performance indicators while delivering against the principles of the customer promise.

About The Opportunity:

Carrying out full investigations to resolve escalated and CEO complaints ensuring that the outcome is fair and timely, whilst maintaining overall quality.
Take steps to ensure that all inbound and outbound customer correspondence is being managed appropriately and fairly within the agreed SLA's and in line with regulatory requirements and company protocols.
Acting as the senior point of contact for other departments across the business for issue resolution.
Supporting the Customer Service specialist as a first point of escalation for queries and customer issues.
Develop, implement, and monitor appropriate process, SLA's & KPI's for the service specialist and wider team to enable the continuous improvement of the service proposition for our customers ensuring that the department's administration is dealt with in an efficient and timely manner, including maintenance of personnel records, absence management, team training and competence.
Providing coaching and feedback to aid development and maintain their performance.
The effective and appropriate challenge of poor performance as required and establishing plans to effectively address areas of concerns.
Ensuring you protect our customers, business, employees and shareholders by consistently demonstrating competence to meet the key performance indicators for this role (e.g., Data Protection, Money Laundering) and regulatory measures (e.g., Fraud, Data security, Compliance, TCF).
Complying with all company policies and procedures.
Carrying out any other duties as reasonably required by the management.

About You:

Previous contact centre management experience.
Excellent communication skills (written and verbal).
Customercentric mindset and passion for service excellence.
Ability to handle pressure and adapt quickly.
Strong problemsolving and time management skills.
Experience in managing complaint cases and ensuring quality.
Knowledge of internal standards and regulatory compliance.
Integrity and ability to protect sensitive information.
Thrives in a resolutionfocused environment.
Strong interpersonal skills.
Experience in telephone sales and service.

**At The Floor Room, we pride ourselves on our commitment to providing excellent customer service across the Group. We're looking for a Buying Manager who shares our passion for quality and attention to detail. In return, we offer a competitive salary, benefits package, and the opportunity to work with a talented and dedicated team.