Team Leader (Contact Centre) Liverpool City Centre

Recruiter
Bosch
Location
Merseyside, Liverpool
Salary
£18000 - £24000 per annum + Bonuses + Benefits
Posted
06 Mar 2018
Closes
20 Mar 2018
Ref
AMG_Bosch<MP
Contact
Manpower UK
Job Type
Permanent
Hours
Full-time
Manpower are working in partnership with Bosch Service Solutions to find an experienced Team Leader to join their growing site in Liverpool City Centre.

Benefits:-
· 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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