Contact Centre Team Leader
Location: Bunzl Cleaning and Hygiene Supplies - Birmingham
Working Schedule: Monday–Friday 37.5 hours
Salary: £32,000 + Bonus
About Us:
Bunzl Cleaning & Hygiene Supplies is the UK’s leading supplier of janitorial, cleaning, and hygiene products. As part of the Bunzl plc, we are one of the fastest-growing international distribution and outsourcing groups, able to provide our customers with the most cost-effective and competitively priced solutions for their cleaning and hygiene needs, in addition to the very best in customer service and market leading sustainable solutions.
About The Role:
You will work as part of BCHS’s growing National Contact Centre and be responsible for implementing best practice strategies to help the team members and business achieve goals. Daily you will monitor and effectively delegate responsibilities based on individual strengths and customer priorities ensuring SLA’s and KPI’s are met. You will drive a positive and supportive environment by providing colleagues feedback and coaching to continuously upskill and motivate.
Key Responsibilities:
1. Lead, motivate and supervise Contact Centre Champions to achieve business goals.
2. Coach, develop and train team members through 1-1s and on-the-job observations, fostering a collaborative and supportive environment.
3. Work with Contact Centre Manager to establish and implement team strategy.
4. Demonstrate strong communication, problem-solving, organisational, and delegation skills.
5. Handle IB customer queries via Email & Phone where required.
6. Ensure all customer enquiries are dealt with correctly and efficiently by driving a First Contact Resolution approach.
7. Champion customer excellence, creating a positive communication environment.
8. Provide support to our National Account Director’s around general account management (reporting, product matching, etc.)
9. Collaboratively work with other internal business units to achieve customer satisfaction and end-to-end resolutions.
10. Work as part of the Contact Centre’s support team & wider team, sharing ideas, knowledge and resources.
Your Skills and Attributes:
1. Excellent customer service with a ‘customer first’ mentality.
2. Strong communication skills, both written and verbal.
3. Computer literate & a proficient/advanced user of Microsoft Excel.
4. A growth mindset that actively seeks opportunities to develop and grow themselves, colleagues & their business.
5. Self-motivated/upbeat individual with the ability to work fast paced, learn quickly and retain a high-level of information.
6. Background in first line management, leadership or coaching.
7. Experience in using Creatio or other CRMs would be a bonus.
The Benefits:
1. Competitive salary, with quarterly and annual bonus scheme.
2. Bunzl ‘Save as you Earn’ Sharesave scheme giving you the chance to buy Bunzl shares at a discounted price each year.
3. 28 days holiday per annum (including bank holidays) with a holiday purchase scheme giving you the option to buy up to an additional 5 days each year.
4. Company sick pay scheme.
5. Company personal pension plan with free x3 life assurance scheme.
6. Enhanced Maternity and Paternity pay.
7. Comprehensive training, career development and advancement opportunities.
8. Employee Assistance Programme to support physical and mental wellbeing.
9. Complete range of personal benefits including discounted Gym membership, High Street discounts, Theme Park discounts, Cinema discounts etc.
10. Salary sacrifice Cycle to work scheme.
11. Long Service Award Scheme.
12. One day’s paid time off per annum to undertake voluntary work.
Bunzl supports the principle of Equality and Diversity in employment wholeheartedly and opposes all forms of unlawful or unfair discrimination on the grounds of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. We believe that it is in the company’s best interests and those of all who work in it, to ensure that the human resources, talents and skills available throughout the community are considered when employment opportunities arise. If you have a disability or special need that requires support or adjustments to working or interview arrangements, please let us know.
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