JOB DESCRIPTION

Blume started in 2012 with one mission:
Help law firms grow, and make the claims process less stressful for people dealing with some of life’s toughest moments.
By 2019, we’d already been named one of the UK’s best start-ups (not to brag… but we’re pretty proud of that).
Why “Blume”? Because we help our customers and clients flourish, and we’ve been doing it every day since we started.
Our colleagues are passionate, empathic and strive to be best in class, providing excellent standards of client experience.
They need a lively, engaged and growth minded Team Leader to support their development through coaching and leadership. You will be guiding your team every step of the way, as well as developing your own skillset, as we believe in investing in our people at the foundations.

ESSENTIAL SKILLS AND EXPERIENCE:

· Experience leading, motivating, training and coaching a team
· Proven ability to drive team performance to achieve targets
· Exceptional customer service skills, specifically when handling dissatisfied customers.
· The ability to interact with colleagues and staff in a professional and courteous manner and performance manage accordingly.

· You will be responsible for supervising, managing and motivating agents on a daily basis
· Monitoring agent performance against KPI’s/ SLA’s and ensure targets are met
· Providing clear goals, identifying training needs and providing effective coaching and support to agents
· You will be proactive in identifying and resolving issues and have the ability to effectively collaborate, ensuring a smooth operation within the contact centre
· Completing audit reviews for agents to ensure compliance measures for the business are being met
· Effectively communicate performance versus expectation by way of 121’s, audit feedback, probation reviews, performance improvement plans at least once per month
· Demonstrate a passion for on-the-job coaching
· Engage with everyone to succeed together, create an inclusive culture where everyone feels respected, valued, and able to speak their mind
· Embrace change - you’ll help to lead change in the Company, working closely with your team to land new ways of working, and encouraging them to provide open and honest feedback on change activities
You will be working 37.5 hours per week between the hours 8-8, Monday - Sunday.