Contact Centre Team Leader – Full Time – Haywards Heath

Customer Services

Our highly established and reputable client is seeking to recruit a contact centre team leader to join them on a permanent basis in January 2021

This is a role where you would be primarily expected to go into the office to work (covid secure) and also be able to work from home on occasions.

Monday to Friday only, regular office hours (phone number removed) hours per week.

Salary £23,000. Permanent role

The Role:

Reporting to the Customer Service Supervisor, you will manage a team of Customer Service Advisers providing them with excellent leadership, management and guidance, enabling them to deliver an outstanding level of customer service.

Your primary focus will be to manage the day-to-day performance of your team, ensuring that they meet their customer service targets and achieve agreed quality measures.

You will coach team members on a daily basis to ensure that personal development plans are met and that individuals career objectives are realised.

You will be responsible for all of the management issues surrounding your team, including absence management, monthly one-to-ones and appraisals.

As a Team Leader you will naturally be target driven and have excellent communication, team building, time management and people management skills.

To be successful in this role, you will need to be able to:

Use your experience of managing, coaching and developing a team to ensure that the highest level of service is delivered to customers and a proven track record of managing a team of up to 10 agents in a contact centre environment.

Have management experience as we are looking for someone with an excellent track record of achievement, who can provide key examples of past success.

Lead by example when dealing with customer queries and staff reports

Focus and inspire the team to deliver results, identifying and improving through coaching areas of development

Use your People development skills – call listening, conducting one to ones, team sessions; setting high performance standards and be able to respond quickly and provide solutions

Be open to innovation, understanding the principles of change management and coaching others through change

Continuously strive to enhance the working environment, raising the bar with the team through engaging activities and effective communication.

This is an excellent opportunity to join a superb employer.

This role will be based mainly office (covid secure) and part home. You will need a good home internet connection and a comfortable place to work from home on occasions.

First Recruitment Services is acting as an employment agency on behalf of this vacancy

Salary: £23000/annum

Job Type: Permanent

Location: Haywards Heath, West Sussex

To apply for this job please visit

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