Contact Centre Team Leader

Are you a highly organised and resilient individual, a strong communicator able to build effective working relationships across a large business and provide leadership within a contact centre function?

We're working with one of the UK's largest and foremost law firms to help them recruit a Team Leader for the Client Experience contact centre in Birmingham. This is a key role leading a team of circa 10-15 colleagues to give exemplary service in every internal and external client interaction through all communication channels without creating any reputational or financial risk to the firm.

Permanent full-time role with 2 days per week in the office, salary £27,500 plus excellent benefits including pension scheme, health insurance, critical illness cover, childcare vouchers, and discounted gym membership. You would be joining one of the most respected law firms in the UK, recently ranked in the Best Workplaces for Wellbeing for Large Organisations 2023.

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The Role
As an experienced leader you would be tasked with motivating your team to optimum performance levels to achieve agreed targets contributing to the company's objectives, providing clear and concise direction, support and guidance through effective coaching, leadership and setting objectives. Core tasks will include…
- Manage performance through regular, effective reviews, addressing performance issues
- Conduct development reviews and recommend training and development plans
- Deliver all departmental KPIs, achieving set targets and objectives
- Challenge processes and procedures, identify improvements to enhance the customer experience and improve operational efficiency
- Act as a role model to others whilst striving to achieve high standards of performance and customer service.

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The Candidate
The Contact Centre Team Leader opportunity will suit a confident and resourceful individual with experience supervising and mentoring customer service staff in previous roles, ideally within the legal or professional services sectors however this is not essential. Skills will include…
- Ability to plan own and others' workloads and resource plan
- Excellent communication skills, both written and verbal, comfortable liaising with stakeholders across the business
- Calm and assured under pressure, dealing with issues as they arise in a calm and professional manner
- Continuously looking for ways to improve support provided by team, driving a high-performance culture

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The Package
Salary £27,500. You'll also get the following benefits with the role:
- A huge number of well-being initiatives to encourage positive mental health both in and out of the workplace
- Flexible working options to make sure that you're fully supported to work the way that best suits you
- Westfield health membership, offering discounted leisure and travel and refunds on medical services

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Interested? If you think you're right for this Contact Centre Team Leader role, then click the 'Apply Now' button, send us your CV and we'll consider you for the first round of interviews.Coburg Banks Limited is acting as an Employment Agency in relation to this vacancy.