Team Leader (Contact Centre) Liverpool City Centre

Merseyside, Liverpool
£18000 - £24000 per annum + Bonuses + Benefits
06 Mar 2018
20 Mar 2018
Manpower UK
Job Type
Manpower are working in partnership with Bosch Service Solutions to find an experienced Team Leader to join their growing site in Liverpool City Centre.

· Salary - Up to 24K (dependant on experience)
· Bonus - Up to 8% personal performance (paid annually), up to 4% company performance (paid annually)
· Defined pension contribution scheme
· 25 days annual leave, plus bank holidays (increases to 28 after 5 years' service)
· Life assurance (x7 annual salary)
· Health insurance after 2 years permanent service (please note this is not private medical i.e. BUPA etc.)
· Bosch product discounts
· Local discounts (gym, restaurants etc.)
· Cycle to work scheme
· Childcare vouchers
· Eye care vouchers

Your responsibilities:
*Through strong leadership, manage a multilingual team of Customer Service Associates to provide a first class customer service to the customer covering complex general enquiries
*Managing a quality customer experience on calls, email and through social media channels
*Coaching and developing the team to maximise performance and ensure high levels of customer service in line with service levels (SLA's) and key performance indicators (KPI's)
*Ongoing support for all agents regarding the resolution of issues utilising mutual respect and empathy in a timely manner
*Build and promote a positive work culture, which promotes the delivery of excellence in customer service
*Proactively identifies and creates opportunities to improve the customer experience through continuous evaluation
*Providing a value add service that enhances the customer experience and builds our brand and service reputation
*Channelling communication to ensure key stakeholders are kept abreast of the campaign performance and challenges
*Ability to build strong relationships with both internal and external customers

*What distinguishes you?
*Significant management experience working in a Call Centre/Contact Centre environment
*Strong leadership experience with evidence of driving team performance through coaching and development techniques and situational leadership
*Strong understanding of people issues and the skills and experience to manage others
*A passion for delivering first class customer service

*Excellent verbal and written communication skills
*Excellent planning and organisational skills, with a quality focus and attention to detail
*The ability to make decisions and influence change through others
*Commercial acumen
*Good social and interpersonal skills
*Good listening skills
*A professional and positive approach
*Proactive, confident, self-motivated and driven to succeed
*A team player
*IT Savvy with good PC/keyboard skills
*Flexibility in work pattern
*Golf enthusiast (desirable)

*Operational Hours
*Mon - Sat operation: 08:00 - 20:00

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