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Contact Centre Team Leader

  • Location: Workington
  • Salary: Negotiable
  • Job Type:Permanent

Posted 19 days ago

  • Sector: Transmission and Distribution
  • Contact: Nicola Farrer
  • Contact Email:
  • Contact Phone: 01946 828 809
  • Start Date: ASAP
  • Expiry Date: 28 May 2021
  • Job Ref: 1035792
Working with our client, NRL are looking for a Contact Centre Team Leader with experience within the customer service industry to join a well established contact centre team on a staff basis. 

The successful candidate will be required to focus on the on-boarding and development of a contact centre team and have strong quality management, team leader experience and a passion to challenge and improve. Candidates could also have a strong background in contact centre or in a customer service environment.

About the role:
  • Create and deliver ongoing training courses that can be used to on board new employees, working within budgeted hours.
  • Dedicate yourself to ensuring employees who join the business have a fantastic welcome to the team, are fully supported and are given the best start with us.
  • Encourage best practice using ongoing coaching to both office based and remote agents.
  • Keep guidance up to date for agents to use on call.
  • Ensure quality standards are met and assist with increasing standards across the team.
  • Hold quality meetings with the contact centre leadership team, provide feedback and ensure we are putting the customers at the heart of our service.
  • Assist with training of our French and German contact centre partners, ensuring they kept up to date with the latest guidance.
  • We may require ad-hoc duties to be performed in line with the flexibility of the business and client’s needs.
What's in it for you:

  • Excellent discount opportunities on a wide range of products
  • Flexible working 
  • Covid secure workplace
  • Good pension scheme
  • Opportunity to join a growing company on a staff basis ( 37.5 hours per week)

If this position sounds of interest and you would like to discuss it further in confidence please call 01946 828809.