Team Leader (Contact Centre) Liverpool City Centre

Recruiter
Bosch
Location
Liverpool, Merseyside
Salary
£18000 - £24000 per annum + Bonuses + Benefits
Posted
07 Mar 2018
Closes
21 Mar 2018
Ref
AMG.MpBSC2
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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