Contact Centre Team Leader
Berkshire

About the Role

A contact centre management role within a fast paced, dynamic online retail business. This role will require you to manage up to 20 FTE on a customer services and inbound sales campaign.

About the Organisation:

A fast track 100 company that has truly experienced mind-blowing growth. They offer an exciting place to work and a great team environment. This position offers the opportunity to be part of a real success story.

The company have grown over the last couple of years from a handful of people, to a contact centre now close to 100FTE.

Beautiful and trendy working environment away from the commuting grind.

Main Responsibilities:

  • Supervise the call centre operations and respond to escalated enquiries
  • Develop operating procedures and new ideas
  • Monitor staff performance to ensure standards are exceed and KPIs and targets are achieved
  • The development of staff and coaching of your team
  • Day to day supervision of staff, as well as maintaining the weekly staff rota
  • To liaise with the CSM and stand in in times of absence

Required Skills and Experience:


  • Experience in customer experience role
  • Experience of customer satisfaction & loyalty development
  • Contact centre management experience
  • Problem solving/solution focused
  • Proactive driver
  • Excellent negotiation and communication skills

A unique position offering a basic salary of £20,000 and an achievable bonus structure raising the package to £26,000. Additional benefits include 28 days’ holiday and pension and bens.

Shift rotations are based on wk1 = 8am-4.30pm, wk 2 = 9am-5.30pm, wk 3 = 11.30-8pm.  One in three Saturdays which is classed as overtime.

For further information please call Lauren at Cactus Search on 01905 330792.

express interest



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