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Customer Sales 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.