Contact Centre Team Leader

An exciting opportunity has arisen for a Contact Centre Team Leader to join our Customer Operations department.

The Team Leader is responsible for the day to day supervision, coaching and development of the Customer Support Agents.  Team Leaders are responsible for all aspects of team leading including recruitment, coaching, supporting, developing and training all Customer Support Agents, with accountability for ensuring first class levels of customer service, delivery of the right customer outcomes and the department’s continued adherence to industry regulation.

What you'll be expected to do in the role:
  • Delivery of the department’s contact strategies and objectives, through the effective management of Customer Support Agents
  • Daily maintenance of department work queues and distribution of work across the department, ensuring appropriate prioritisation, in line with department objectives, as directed by Contact Centre Manager or Facilitation Manager
  • Active management of the Contact centre ensuring the highest possible productivity levels are attained
  • Assisting with complaint resolution and handling of escalated calls
  • Real time management of department resources to ensure internal compliance and quality KPIs are met
  • Coaching, mentoring and development of Customer Support Agents
  • Recruitment & selection of new staff, working closely with the Recruitment team, as directed by Contact Centre Manager
  • Ongoing evaluation of process and procedure, making recommendations for change, that will improve customer outcomes and customer experience.
What we’re looking for from you:

Must have:

  • Be a leader, with a natural empathy for the customer experience
  • Proven experience of managing a team of 10-12 people
  • Have high standards of numeracy and literacy
  • Excellent written and verbal skills
  • Excellent customer service, communication and interpersonal skills
  • Resilient and determined
  • Confident in making decisions
  • Detailed knowledge and understanding of FCA regulations
  • Self-motivated and ability to motivate others
  • Be driven to achieve daily, weekly and monthly targets
  • Ability to prioritise workload
  • Excellent organisational and time management skills
  • Ability to carry out disciplinary, grievance and performance management processes, working closely with Contact Centre Manager and HR

Desirable:

  • Experience working within the motor finance industry
Working at Moneybarn

Working at Moneybarn is rewarding in every sense, and we believe that if we take care of our people, our business will take care of itself. As a growing company, we are always interested in hearing from people with potential. Our head office is in Petersfield, Hampshire.

We’re the UK’s largest specialist vehicle finance lender, and we’re part of the Provident Financial Group, one of the UK’s leading suppliers of credit products to the non-standard market. To find out more about us, including our history and values, click here.

Reasons to join the Moneybarn team

Ensuring we have a dedicated team is essential to our success, and we’ve worked hard to create a friendly working environment, which allows individuals to share ideas and deliver positive outcomes.

We want all employees to be able to fulfil their potential and excel in their role, so we invest heavily in training and development throughout the business. This approach enables us to nurture talent, and provide the very best outcomes for both our customers and the business.

The wellbeing of our team is incredibly important and we offer a gym, qualified instructors, keep-fit classes, Barney Bikes and regular fruit deliveries for employees to enjoy. We also run a range of regular in-house events and activities to promote interaction and communication within the company.

2017 marks Moneybarn’s 25th year of trading and we believe our continued success is driven by our values-based approach which underpins the way that we engage with our employees, customers and partners. Our values are: Fair, Approachable, Responsible & Progressive.

Benefits

We offer competitive salaries and a full employee benefit package, which includes a contributory pension, employee Sharesave and stock purchase schemes.

How do you apply?

Click on the "Apply now” button below. This will pop up an email which you can use to attach and send us your CV and covering letter telling us why this is the perfect opportunity for you.

Once we’ve received your CV and covering letter, if you’re successful at the first stage we’ll contact you to arrange an interview.

If you don’t hear from us within 7 days of sending us your application, this means you have been unsuccessful. We may not be able to provide confirmation and feedback to everyone who applies.

Important notes

  • We will keep your CV on our records for 6 months after your application
  • We will carry out full financial checks and Criminal Record Bureau checks as part of the recruitment process for all roles
  • As an employer that believes in the importance of cultural diversity in the workplace, we’ve signed up for the National Equality Standard (NES). You can find out more here.