Customer Call Centre Team Leader

  • Location
    Coventry, West Midlands
  • Salary
    £ 33800 - £ 37400 / Year
  • Job type
  • Industry
    Call Centre and Customer Service
  • External Reference
  • Category
    Sales & Retail - Call Centre Manager

Team Leader - Customer Call Hub - £31,300 - £37,400 DOE + excellent benefits

Our client are an independent, not-for-profit organisation set up to resolve any financial disputes which a business and a consumer have been unable to solve themselves. They make decisions that feel fair to both sides and if they decide someone has been treated unfairly, they have the legal powers to put things right.

As their Customer Call Hub Team Leader, you'll be working with the Customer Call Hub Manager to ensure the smooth day to day running of a busy inbound telephony customer service environment.

You'll be responsible for a leading a team of up to 12 Advisers, coaching them to be the best they can be - creating a high-performance culture that puts the customer at the heart of what they're doing. You'll be overseeing and developing a substantial and diverse team who are providing their front-line service, making sure they're fully engaged in providing a high quality and cost-effective service - and are empowered to bring about your own innovations.

Minimum Criteria

  • Experience of managing teams in a contact centre or customer service focused setting

  • A strong leader who has a proven track record of developing and coaching a team and peers, including coaching new colleagues within our organisation

  • Experienced at handling difficult and/or sensitive people and customer issues

  • Excellent operational skills and the drive and resilience to work under pressure and meet tight deadlines.

Location: Coventry. Very flexible hybrid working scheme.

Hours: 35 hours per week Monday-Friday and one Saturday per quarter (9am-1pm)

Salary: £31,300 - £37,400 + excellent benefits, including but not limited to…

  • An £800 cash allowance which can be used to increase the cover on core benefits or be added directly to your salary.

  • Private medical insurance.

  • Non-contributory pension (up to 12% of your salary)

  • The Coventry office is a 2 minute walk from Coventry station

If you would like to be considered for this vacancy or find out more information, please apply with your CV.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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To speak to a recruitment expert please contact Holly Quinn