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Customer Service Team Leader

Irvine, Ayrshire
£34,500 to £36,800
Job Type
1 Sep 2022
CCP has passionately supported candidates with customer contact job opportunities since 2010. We focus on partnering with our fantastic clients, immersing ourselves in their brand when they re looking for talented, culturally aligned people to join their business.Are you a customer centric Team Leader who thrives to deliver and inspire high quality and efficient customer service within a contact centre?Do you demonstrate an empathetic and considered approach when dealing with advisors and customer enquiries?Due to continued growth and demand, CCP has been asked by an established housing association to assist them with the appointment of a Customer Service Team Leader to join their ambitious team as soon as possible. Within this award-winning contact centre, you will support their Customer Service Advisors to handle enquires in a timely, considerate and effective manner and create a positive customer orientated environment within their 24-hour telephone based Customer Service Centre.The successful Customer Service Team Leader will demonstrate extensive knowledge and experience in contact centre functions along with a willingness to deliver excellence. You will have the ability to take positive action to ensure the team meets customers and companies standards. Experience within the housing industry would be beneficial, however, with comprehensive training provided this is not essential. The starting salary is approximately £33,500 per annum, with a performance based 10% increase within the first 12 months (over £36,800).Tasks:
  • Be responsible for the smooth running and supervision of the CSC.
  • Develop and deliver policies for the management of the contact centre.
  • Maintain knowledge of the various departments to effectively handle queries.
  • Carry out work reviews with team members and set clear objectives to maximise potential.
  • Improve team performance through coaching, training, and development.
  • Review call patterns to ensure CSC is sufficiently resourced.
Experience, Skills, and Knowledge:
  • Able to use own initiative and solve problems.
  • Willing and flexible to respond positively to challenges.
  • Excellent organisational skills and attention to detail.
  • Able to work under pressure and to deadlines.
  • Reliable team player who can effectively work in challenging circumstances.
  • Previous call centre/contact centre experience.
  • Relevant experience of the housing industry and customer service.
  • Salary review based on performance.
  • 28 days annual leave plus bank holidays, increasing over length of service.
  • Pension.
  • Life assurance.
  • Mental health support and eye care support.
  • Family friendly benefits - enhanced maternity, paternity, shared parent leave, adoption, and family friendly hours.
  • Special leave.
  • Sickness absence benefit.
  • Season ticket loan.
  • Cycle to work scheme.
  • Vouchers, reward cards and cashback offered.
  • Free hot drinks.
This role will be on a rotational shift pattern between 7am - 10pm, including some weekends. All shift patterns are split evenly across staff members and can be discussed upon application. Apply today if you feel you would be suitable for this role and be considered to work as a Customer Service Centre Team Leader. Contact Tim Campion on or for more details.CCP are proud to support many of the world s best brands, helping them source talent, embrace diversity and build inclusive workplaces. To be considered for this role please apply using the link below, suitable candidates will be contacted in due course.
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  • Job Reference: 699495169-2
  • Date Posted: 1 September 2022
  • Recruiter: CCP
  • Location: Irvine, Ayrshire
  • Salary: £34,500 to £36,800
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent