Call Centre Team Leader £ 24,132.96 Are you passionate about call centre operations and dedicated to delivering exceptional customer service? Marston Holdings Limited has an exciting opportunity for a Customer Service Team Leader to join our Operations team on a full-time, permanent basis. Elevate your career with us and be part of a team committed to excellence in every interaction! Marston Holdings Limited is a parent company formed of eight brand entities that each specialise in key areas of our overarching business. In a nutshell, we are the UK's largest judicial services company and pioneers in clean air technology, offering services that support local and central government, utilities, and private sectors through the delivery of market leading integrated technology-enabled solutions from design and implementation to management and recovery. The group currently has revenue of £320m, employs over 5,000 staff and has a network of 1,000 self-employed enforcement agents. The business operates 21 services across several trading entities, primarily in the UK. The Position & Key Responsibilities The role of the Team Leader (Operations) is to lead a team of Customer Service Agents ensuring that they have the necessary competencies to effectively carry out their daily duties through continual development. As a key part of the smooth running of the contact centre the successful candidate will need to have excellent communication skills to maximise the efficiency of the Customer Service Agents. You must have the ability to work collaboratively to ensure all SLA’s and KPI’s are achieved. To manage, motivate and ensure commitment of staff through effective leadership
1. Identify any needs for development/improvement by monitoring staff performance via KPI, observation, and auditing of work
2. Analyse productivity and quality trends by working in conjunction with the quality team and proactively act upon these trends by implementing individual and team-based action plans.
3. Improve performance and ensure the development of each team member through effective coaching, training and the setting of SMART objectives.
4. Develop the knowledge and competencies of the team with the support from the Performance Coaches.
5. Identify development areas and address any poor performance by effective performance management techniques, taking disciplinary action where appropriate.
6. Ensure an effective level of communication with staff through team briefings, the use of monthly1-2-1 meetings, coaching, objective setting, training, and performance management.
7. Carry out 6 monthly performance reviews with your team on a one-to-one basis as part of the performance management cycle, reviewing progress on existing objectives and setting new objectives for the next period.
Person specification
8. Ability to manage and supervise a team
9. Ability to analyse KPIs in order to manage performance
10. Experience of handling and resolving difficult situations
11. Effective communication and organisational skills
12. Good understanding and use of Microsoft Office Applications
13. Adaptable to change and new ideas
14. Excellent planning, time management and organisational skills
15. Team player, both as a member and a leader
16. Ability to remain focused and decisive when working to specified targets in a pressured environment
What's in it for you? • Salary of up to £ 24,132.96• Hybrid working• Contract: Full time, 37.5 hours per week• Enhanced Maternity and Paternity Package NB subject to eligibility criteria• 26 days annual leave• Health Cash Plan• Staff benefits designed to suit your lifestyle, from discounts on high street and online shopping to travel, socialising and wellbeing. If this sounds like the job for you, please apply…. New starters will be subject to clearance through the Disclosure and Barring Service and a County Court Judgment check. In addition, the post holder is expected to keep the Company updated if their personal circumstances change. We are an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we're committed to creating an inclusive environment for all employees.