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Contact Centre Team Leader

Posted 10 April by WTW
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Salary icon Competitive salary
Location icon Ipswich , Suffolk

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Due to growth, we are very excited to be opening a new Contact Centre in the iconic Willis Building, Ipswich, and are looking for customer service focused individuals to join our team. As a Contact Centre Team Leader your role will be varied, responsibilities include data analysis, reporting, quality monitoring, driving performance, project planning, coaching/development, performance management and answering interactions / escalations. 

This is an Office based role in Ipswitch.

The Role
  • Produce accurate reports and identify trends in data, proposing solutions to optimize productivity and enhance services
  • Lead and motivate a team to provide exceptional customer service
  • Monitor team progress towards quality and performance targets
  • Complete monthly coaching and 121’s with your direct reports, including performance improvement or development plans as required
  • Assist with project planning, business pitches and recruitment
  • Be a point of reference on more technical issues and non-standard queries
  • Support Contact Centre new service installs
  • Assist with escalations and other incoming interactions as required
  • Provide an exceptional level of service, adapting to different caller scenarios and challenges
  • Positively represent WTW and our Clients by providing a friendly and professional service
  • Inform the team of procedure changes and member communications


The Requirements
  • Must have people management experience and be energised to inspire / motivate a team
  • Contact Centre / Customer Service experience required
  • Experience in working through change and enhancing efficiency required
  • Keen to provide an exceptional service, with a positive and caller focused attitude
  • Good communication skills (listening, spoken and written)
  • Natural problem solver, able to work to a high level of accuracy
  • Able to work well under pressure and meet targets
  • Computer literate
  • Good time management


At WTW, we believe difference makes us stronger. We want our workforce to reflect the different and varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome, valued and empowered to bring their whole selves to work every day. We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organisation. We embrace all types of diversity.

Equal Opportunity Employer

Reference: 52454074

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