Contact Centre Team Lead in Bradford

We are currently recruiting for a Contact Centre Team Lead, to work within our Property team in the Contact Centre. The position is a full-time, permanent role working nights.

The purpose of the role is to own and resolve contacts through Telephone, Letter, Email, Store and Social Media Customers want to talk to us about, what they love, what they don’t love, what we need to improve and sometimes simply for help and a conversation.  

We look after external customers, store colleagues and many departments across the organisation.  In the contact centre we show the customer what we “can do”.  We take ownership, listen and respond quickly where possible with.  We strive to do things differently and to continually improve our service and processes.   

As a team manager you are responsible for leading, developing and managing a team of agents to deliver the above purpose and to deliver against service level agreements across all channels.

Within this role you will be accountable for;

• Lead, manage and develop a team of agents
• Lead and manage a team to deliver against service levels across all channels
• Look at ways to continually improve how we service our customers and drive through the organisation 
• Provide 1:1 discussions with your team covering the “what” and the “how” of  our service delivery plan
• Manage performance  and attendance issues
• multi- task, prioritise own and staff workloads according to business requirements 
• Work as a team and demonstrate role model behaviour
• Listen and speak to customers regularly and own and resolve any issues 
• Assist stores with customers  take ownership and work together to ensure the customer is happy
• Work closely with your team members – sharing great experiences, knowledge and respect.

To be successful in this role you will need the following skills, knowledge and experience;

• Strong understanding in a customer facing contact centre
• Detail orientated
• React quickly
• Strong people leadership skills
• Have a real passion for customer service/ social media
• Great listening skills 
• Strong communication skills demonstrating positive language
• Strong understanding in social media