Customer Service Team Leader

4 Days Old

Sales Team Leader – Call CentreReadingPermanent £25,000 - £29,000

Are you passionate about driving performance and creating a positive team culture? We’re looking for a Sales Team Leader to inspire, coach, and empower Contact Centre Advisors to deliver exceptional results and outstanding customer experiences.

What You’ll Do

* Lead & Motivate: Coach and develop a team of Contact Centre Advisors to achieve individual and team performance targets.

* Performance Excellence: Monitor key metrics such as Average Handle Time (AHT), call answer rates, and abandoned call rates to ensure service quality.

* Quality & Accuracy: Ensure calls are logged in Zendesk with at least 90% accuracy (stretch goal: 95%) and maintain accurate customer records in our CRM.

* Operational Oversight: Manage agent schedules, breaks, and adherence for optimal staffing and service levels.

* Customer Focus: Handle escalated inquiries and complaints professionally, aiming to exceed expectations while balancing business needs.

* Quality Assurance: Monitor calls to maintain high-quality standards, with a minimum of “Meets Expectations” and a stretch goal of “Exceeds Expectations.”

What We’re Looking For

* Proven experience in team leadership within a contact centre or similar environment.

* Strong coaching and motivational skills.

* Excellent communication and problem-solving abilities.

* Familiarity with Zendesk and CRM systems is a plus.

Why Join Us?

* Be part of a dynamic, supportive team.

* Opportunities for growth and development.

* Competitive salary and performance-based incentives.

Ready to lead and make an impact? Apply now and help deliver exceptional service every day
Apply
Location:
Reading
Salary:
£24,000 - £27,000 /annum
Job Type:
FullTime
Category:
Leisure/Tourism

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