Contact Centre Team Lead

at  Computershare

LOCATION: BRISTOL (HYBRID 3 DAYS A WEEK)

We’re committed to your flexibility and wellbeing and our hybrid strategy currently requires a minimum of three days a week in the office, giving you the option to work remotely for some of your working week. Find out more about our culture of flexible working .

WE GIVE YOU A WORLD OF POTENTIAL

We’re looking for an energetic, dynamic people leader to join the team. You will lead a team of highly motivated customer service professionals, striving to develop and empower them to deliver world class customer service while balancing client service demands.
You will be at the forefront of this growing team where you will be supporting multiple regions and representing our Centre of Excellence.
As part of the Contact Centre Leadership team, you will play an integral part in enhancing our customer service offering across all our communication channels.
We’re looking for someone who can grow, develop, and shape the team you’re working with; a person who will take the opportunity to make a real difference within the business.

A ROLE YOU WILL LOVE

You will take responsibility for your team’s contribution towards the success of the Contact Centre’s operational and service delivery goals, delivering excellent customer service whilst achieving client service level criteria, management, and development of your team members, ensuring high quality assurance scoring and compliance with regulatory requirements.

OTHER KEY RESPONSIBILITIES INCLUDE:

• Actively manage, coach, and provide development plans for all team members, resolving performance issues promptly and provide motivation that encourages all team members to deliver to their full potential
• Ensure our ‘Being Purple’ framework is in use as a development and motivational tool
• Assist the contact centre with handling escalations where necessary
• Identify developing trends to improve efficiency and service
  No weekends! We’re offering Monday – Friday, 35 hours per week, working hours within 5pm - 1am (UK time).

WHAT WILL YOU BRING TO THE ROLE?

As with any role we want to find the right person and make sure you know everything you need to know before applying! So, here are some of the key aspects of the role and what we need from you.
We are looking for a people focussed individual; a leader who is constantly looking to improve the customer experience for callers, whilst balancing business needs and requirements.
A strong understanding of an Operations/Contact Centre environment is very important, along with strong leadership experience to manage a multi-skilled high-volume Customer Service Team.
You will be able and efficient in prioritising workloads, have meticulous attention to detail and be able to prioritise work based on urgency and using sound business rationale.
You should be able to identify trends and areas for improvement in both process and people, and seek to drive through change where necessary, utilising excellent verbal and written communication skills to do so.