Do you have strong leadership experience gained from a customer service contact centre environment or perhaps you have been working your way up the career ladder towards a management role? Are you ready to take the next step in your career by managing a team of customer service professionals and shaping the best possible experience for our customers Were on the look out for a talented Customer Services Team Leader to join our customer and operations team in Haywards Heath, West Sussex. Here at First Central we are a growing and thriving business committed to delivering exceptional customer experiences across our multi products. Youll manage the daily operations and management of a Customer Service team to measurably improve the customer experience by leading, championing and assessing continuous improvement activity. You will shape the future of our operation, ensuring our customers receive a friendly, professional, and consistently high-quality service in a busy contact centre environment. To be successful in this role, you'll need key skills to include: Leadership: Lead, inspire, and coordinate our contact centre team. Create a motivated and engaged workforce that delivers exceptional results Critical thinking : Use your logical reasoning to analyse performance results, testing outcomes and improve customer experience Confidence: Buildingtrustedworking relationships with stakeholders at all levels Influential: Be an outstanding leader able to challenge and make decisions quickly Are you looking for a work / life balance? You'll spend most of your first month in our Haywards Heath, West Sussex office for training and support and then hybrid working can begin either 2 or 3 days in the office each week with the remainder working at home. But of course, its your choice - if you prefer to be in the office more - that's good with us too.? Ready to make an impact? Apply now and be part of our success story Job responsibilities: Daily team management ensuring the team have the tools and capabilities to fulfil their functions Embedding a top performing, highly engaged culture Managing informal retail contact centre complaints within the 3 working day SLA for example manager call backs and call listening requests Managing a program of work to deliver on the team objectives, flexing between service, projects and experiments in line with business need including but not limited to: Providing an excellent level of service to customers in a contact centre environment Contributing to and building knowledge, training and process documentation Testing of system and process changes Onboarding new products and services to determine the best rollout strategy Assist with testing and deployment of new initiatives where required, whilst providing detailed and timely feedback Performing regular process reviews to understand and improve the customer experience Coach, mentor and develop the team using a recognised coaching framework to achieve KPIs and behaviour Targets Gather and analyse performance data Ensure the team are following company processes and guidance to reduce errors whilst continuously looking for opportunities to improve these and feeding back to business Be the voice of the customer within retail operations and ensure team delivery is the gold standard for performance across all KPIs Comply with the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies at all times Assist the recruitment process including assisting with the interviewing and on-boarding Conduct regular performance reviews, including probationary reviews and annual appraisals Monitor handlers performance to ensure they are following Company policies and procedures at all times and are compliant with FCA regulations (including TCF principles) Deal with all colleague issues including monitoring absence, supporting the disciplinary process, and resolving colleague issues with support from the manager and HR when required Ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times Any other reasonable duties Experience, skills and knowledge: Previous leadership experience working in a customer services environment ( contact centre or telesales an advantage) Experience in delivering continuous improvement changes and implementations Strong people leadership experience IT and software skills, including good Microsoft Excel and Word knowledge Good communication skills, both verbal and written Coaching, data gathering, analysis, influencing and critical thinking Good time management and organisation skills Problem solving skills with the ability to adopt a logical approach to resolving problems Good data and statistical analysis skills Intrigued? Our Talent team can tell you everything you need to know about what we want and what were offering, so feel free to get in touch. ADZN1_UKTJ