The Role
Our client is large retailer in the UK, with almost 1000 high street stores across the UK and Republic of Ireland they have a vast number of diverse customers. The retailers online service is extremely popular with click & collect and next day delivery service supplying customers with a wide range of quality products.
The customer ethos centres on making their products accessible, affordable, and engaging, aiming to be the first-choice retailer for "up-to-the-minute" products. Their approach prioritizes friendly service, sustainability, and community engagement, aiming to provide an enjoyable shopping experience through both digital and physical stores.
In the modern era with a large volume of customers buying in store and online comes a high volume of queries, complaints and returns. Our client prides itself with high level customer experience, with a near perfect Trustpilot score of 4.9.
We are looking for a passionate, authentic, and energetic customer service Team Leader with a drive for performance to lead their team in a fast paced outsource contact centre. You will naturally be committed to delivering a great client contact experience through a variety of customer contact channels. You will require extensive operational and leadership experience in a service contact centre setting. Your focus on delivering high performance from your team will be driven around your tried and tested people and engagement strategies.
Shifts
Working 45 hours a week on a shift rotation:
Monday to Friday 9am – 11pm
Saturday & Sunday 9am – 10pm
Salary & Bonus
This role has a basic salary of R15000 per month
Key Responsibilities
- Positively contribute to team engagement, performance culture, and operational stability
- Ensure you are aware of changes and updates within the campaign to enable you to conduct your work effectively
- Comply with data protection regulations (E.G. GDPR) and maintain high levels of confidentiality including sensitive data
- Reporting to the Operations Manager, the role includes responsibility for the operational delivery of external and FM targets.
- Manage and lead the day-to-day performance of the team to deliver a best-in-class service, meeting or exceeding all KPIs and within budget.
- Set the strategy for the development of the team, inspiring and leading them to success.
- Analytical excellence with the ability to drive action from insight quickly and confidently.
- Lead, inspire and co-ordinate your team at all levels to create motivated and engaged colleagues.
- Be responsible for the end-to-end customer contact processes and customer experience, supporting cross company initiatives to improve productivity, performance, quality, and compliance.
- Responsible for the engagement, attendance, employee retention and coaching strategy across the department.
- Work closely with Recruitment, HR, and Training delivery teams taking responsibility for the ongoing development of the team.
- Applying best practice, developing continuous improvement plans and make recommendations based upon insight gained from your teams, customers, and clients.
- Act as the Voice of the Customer, championing change and continuous improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.
- Deliver cost efficiencies and increases in NPS Scores.
- Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.
What we look for
· Experience in managing, coaching and developing team within this environment, over these channels
· A high level of typing accuracy and typing speed of 40 to 45 words per minute
· A confident individual
· A high level of written English.
· You can work well under pressure and effectively prioritise, plan and organise workload
· Strong attention to detail
· Proven experience of leading a customer service team with experience of managing an operation through periods of significant growth or change.
· At least 2 years proven experience of inspiring, motivating, and leading others in a contact centre sales or service environment.
· Excellent communication and leadership skills to lead and motivate a growing and changing service operation.
· Ability to demonstrate a professional attitude and approach, showing strong leadership, initiative, and clear communication, by example.
· Proven experience in stakeholder management at all levels - internally and client facing.
Pay: R15 000,00 per month
Work Location: In person
