Team Leader- Contact Centre

Job Title: Team Leader – Contact Centre
Location: Basingstoke
Job Type: Permanent

Benefits:
25 days holidays + 8 bank holidays
Discretionary annual bonus
Company pension scheme membership

The Role:
To lead a Customer Services team in consistently delivering excellent service across all propositions. This involves providing leadership, developing the team, managing performance, fostering a customer-centric culture, improving processes, collaborating with other teams, ensuring quality, managing stakeholders, communicating effectively, and encouraging innovation.

Responsibilities:
Leading and managing a team of Customer Service Representatives.
Guiding, coaching, and evaluating every team member’s performance. Addressing any issues promptly and creating a positive environment where everyone feels motivated to do their best.
Continuously assessing team achievements against objectives. Identifying variances from targets and take proactive action to ensure successful delivery.
Strategizing and allocating team resources smartly to meet business goals. Setting up streamlined processes and ensuring we’re equipped with the right data to handle work efficiently within budget limits.
Leading the team through changes with clear and effective communication.
Ensuring team adherence to defined practices and procedures to maintain consistent and compliant output.
Proactively reviewing the customer environment to drive continuous improvement initiatives. Implementing changes to enhance effectiveness and efficiency, applying systems thinking logic daily.

Ideal Candidate Profile:
Have a minimum of 2 years’ experience within a managerial position.
Have problem solving and decision-making skills.
Have time management and organisational skills.
Have prior experience in managing customer services team within Financial Service, Life & Pension, or another relevant office/ corporate based environment.
Possess exceptional written and verbal communication abilities.
Computer literate in MS Excel and Word skills and appetite to learn and effectively navigate multiple computer systems and other technologies.

Join Us:
If you’re driven by the opportunity to make a significant impact in the lives of individuals navigating challenging times and possess the blend of experience and skills we seek, we encourage you to apply for this vital role in our organization.