Call Centre Team Leader

Job Title: Call Centre Team Leader
Salary: £28,000-£32,000 per annum (Full-Time, Permanent, 35 hours)
Location: Liverpool City Centre (Office based)
Shifts: Flexibility to work between the hours of 9am and 8pm, Mon-Sat
Are you experienced in call centre team leader management, with a knack for customer service management and an interest in the legal sector? We are hiring for a Call Centre Team Leader to join our legal client at their head office in the Liverpool city centre.
As a Call Centre Team Leader, you will be expected manage daily activities and ensuring that the team deliver first class customer service to the areas of business that require support. In this role, you will also provide a primary point of contact for all customers, clients and third parties whilst maintaining the highest level of customer service.
What You’ll Do:

• Management of the team’s daily workloads, productivity and inboxes alongside achieving service level standards and optimising staffing levels daily.


• Prioritising workloads to ensure targets are delivered in a timely manner.


• Managing any systems or process changes effectively.


• Handling all team KPI reporting and key task management.


• Overseeing all your team’s training and staff development – ranging from appraisals to the regular conducting of one to one’s.


• Offering additional support and a second, higher point of contact on any difficult cases or conversations.

Key Skills We’re Looking For:

• Proven track record as a Team Leader in a similar role and sector (ideally 3-5 year’s experience).


• Skilled in all team leadership duties.


• Previous experience in people management is essential.


• Good working knowledge of all Microsoft systems (ideally in Microsoft Excel).


•  Knowledge of the Proclaim system would be desirable however not essential.
   

Benefits:

• Christmas closure & Birthdays off


• "Personal Time" to attend external appointments


• Employee Assistance Programme


• Staff Referral Bonus


• Reduced parking fees

 
Apply today to be part of a team that values integrity, client service, and continuous growth.
This vacancy is being handled by Aspire Recruitment. Please be aware we receive a high volume of applications and regularly receive applications from candidates who exceed the job credentials. We will only contact you within the next 14 days if you are selected for interview. Should you apply for this role, we will process your data as detailed in our Privacy Policy and by applying for this opportunity I agree that Aspire Recruitment will keep me informed about potential employment opportunities regularly and that I can choose to opt out of receiving information at any time.