Contact Centre Team Leader

Kenneth Brian Associates are working in partnership with our client, a successful business based in Chessington, to assist them with recruitment for an experienced Contact Centre Team Leader.
The Contact Centre handle customer requests, queries and complaints, via telephone and email, and the Team Leader will ensure that these are dealt with in a prompt and efficient manner, ensuring that customers expectations are met and exceeded.
Specific responsibilities will include:

• Monitoring team performance
• Ensuring that all customer queries are dealt with
• Responding to any problems as they arise
• Planning staff cover
• Implementing training schedules
• Keeping records used for appraisals
• Recording complaints and producing reports, ensuring that appropriate action is taken
• Producing standard letters and reports
• Handle escalated calls from customers

To be considered for this role, you will need to be able to demonstrate the following:

• Proven experience within a Contact Centre Team Leader role
• Ability to support, motivate and lead a team
• Ability to handle escalated customer issues in a professional manner
• Highly organised and efficient
• Proficiency in MS Office packages
• High level of communication skills

This is a great opportunity to join a growing company who offer a competitive salary and a great benefits package. If you have the required experience, please apply today.