Call Centre Team Leader

Posted 13 November by Office Angels
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Exciting opportunity for a customer focused individual to work as a Team Leader within a busy, fun and dynamic call centre based on the outskirts of Taunton, Somerset.

This is a full time, permanent role working 37.5 hours per week. This can include working Bank Holidays and Saturdays on a rota basis.

The role involves managing a busy team of Claims Handlers, whilst providing overall responsibility for the team's performance. You will need to motivate, coach and support the team in ensuring excellent customer service is delivered. You will need to have the ability to inspire, make positive decisions and perform well under pressure.

Some of your key accountabilities will include:

  • Managing, coaching and advising team on a day to day basis to drive positive engagement and empowerment of the team.
  • To constantly seek to improve the service and develop innovative solutions.
  • Ensuring targets and service level agreements are achieved.
  • Handling escalated complaints.
  • Production of daily management information and team statistics if required
  • Continually seek to improve performance of team.
  • Liaise with clients in a professional and efficient manner.
  • Monitoring and auditing of team member activities/performance.
  • From time to time you will be expected to carry out other duties and special projects in addition to key tasks which are within your skills and capability.
  • While the role is primarily office based, on occasion you will need to attend client visits and floor walks. You will also be required to cover other teams while their team leaders are out of the office.
  • Will need to ensure that all information given to your team is accurate and fully understood by the team.
  • Must identify training needs and take decisions relating to individual's personal development.
  • Will need to liaise closely Claims Handlers to ensure all aspects of the claims are being dealt with following the correct procedures and guidelines.
  • Will need to take ownership of escalated / VIP claims.
  • Will deal with escalated supplier issues.
  • In addition to providing training, guidance and feedback yourself, need to collate proof formal and informal training, guidance and feedback from others, on your various staff members.
  • From time to time you will be expected to carry out other duties and special projects in addition to key tasks which are within your skills and capability.

The successful applicant will have strong customer service skills and previous team leading / managerial experience.

This really is a great opportunity to work for a large, successful business that offer career development and progression opportunities.

If you are interested in this role and would like to discuss the opportunity further then please contact Georgie on .

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

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Reference: 36605720

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