Senior Consultant at Meridian Business Support
Are you an experienced Team Leader working within Financial Services? Our client is a successful and growing business, and they are looking for an Contact Centre Team Leader to join their growing team based in Salisbury.
Job Purpose:
You will lead teams in an omni-channel environment to exceed SLA’s, improve voice of customer metrics through continuous improvement, and deliver first-class customer journeys for policyholders.
Main Accountabilities:
* Responsible for training and coaching team members
* Leading teams daily, circa 12 employees in a FCA environment
* Providing an excellent customer experience and responding to escalated customer queries to resolve any issues as high priority
* Contributing ideas for continuous improvement
* Provide timely feedback to teams and deliver one-to-one coaching
* Reporting updates to the business on team progress
* Regular, documented one-to-one performance review meetings
* Ensure Quality Assessments are reviewed with every colleague when received
* Collaboration with other areas of the business to exceed company goals and objectives
* Developing and monitoring KPIs
* Resource management
Skills/Qualifications:
* Must have led teams in a similar environment
* Meticulous
* Strong team player
* Proactive approach
* Able to use own initiative
* Willingness to take on a variety of tasks
* Ability to prioritise workload and organise time efficiently
This is a full-time onsite permanent role offering £33,000 - £37,000 DOE and great benefits.
Please contact Gemma Lawrence at Meridian on 07876 250 447 to apply and find out more or email.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Sales, Customer Service, and Administrative
Industries
Insurance and Financial Services
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