Contact Centre Team Leader

🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

💵 £30k / year

⏰ Full Time

🟠 Senior

🇬🇧 UK Skilled Worker Visa Sponsor

This company has sponsored UK Skilled Worker visas in the past.

👻 Ghost score 0%

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Capita

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1984

💼 Consulting

🏥 Healthcare

🛡️ Insurance

💰 Seed Round on 2018-01

Consulting • Healthcare • Insurance

Capita is a business focused on providing essential internet services related to the management of cookies on websites. Although the text is primarily informational about cookies and their legal implications within the EU, Capita likely deals with compliance and privacy policies to help businesses adhere to regulations, ensuring effective data management and user experience online.

📋 Description

• Lead and manage a team of Customer Service Advisors • Ensure performance targets, service levels and quality standards are consistently achieved • Monitor KPIs, service levels, quality standards and customer satisfaction measures • Conduct one-to-one meetings, coaching sessions and performance reviews • Develop and implement coaching and development plans • Promote a positive customer-focused culture • Support continuous improvement activities • Communicate operational updates and manage change initiatives • Work with internal stakeholders

🎯 Requirements

• Previous experience leading and managing a team within a customer service or contact centre environment • Proven ability to monitor and manage individual and team performance against KPIs, service levels, quality standards and customer satisfaction measures • Experience conducting one-to-one meetings, coaching sessions and performance reviews • Ability to use performance data, management information and quality assurance feedback to identify opportunities for improvement and drive results • Experience developing and implementing coaching and development plans • Strong communication and stakeholder management skills • Ability to work collaboratively across operational support functions

🏖️ Benefits

• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave • Paid day out of the office for volunteering • Auto-enrolment to company pension • Life assurance • Cycle2work scheme • 15 weeks’ fully paid maternity, adoption and shared parental leave • Two weeks’ paternity pay • Voluntary lifestyle benefits, including retail, socialising, health and wellbeing, travel and technology discounts • Employee Network Groups • Flexibility that comes with working from home • Career growth and professional development opportunities