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Job ID10139BR
Job TitleContact Centre Team Leader
Position TypeSecondment
DepartmentContact Centre
Work LocationBradford
About the Role

When applying for this role you must-

  • Include a cover letter detailing why you feel you should be considered for the role including relevant experience within your current role or any previous roles.
  • Be available to work between the hours of 8am-8pm Monday- Sunday.

Equality, Diversity & Inclusion (EDI)

Provident is one of a select group of forward thinking organisations that have signed up for the National Equality Standard (NES). The NES provides a cultural assessment through the lens of diversity. It looks across all 9 protected characteristics set out in the Equality Act 2010 to ensure true inclusion in the workplace. The NES adopts a pragmatic & holistic approach to EDI and achieving it will enable Provident to showcase our business as leaders in this field.

Skills and Experience

Provident have been proudly serving customers since 1880, and while a lot has changed since then, one thing hasnt We still put our customers first in everything we do. We pride ourselves on being a trusted lender, serving our customers in their own homes, offering suitable affordable loans with manageable repayments.

A fantastic secondment opportunity has arisen within our contact centre team as a Contact Centre Team Leader – Reporting directly into the Contact Centre Manager you will be required to operationally lead a team of Contact Centre Operators, who interact with our customers on a daily basis via telephone and email ensuring they provide a first class service to all our customers.

Key responsibilities in this role;

  • Operationally lead , inspire & motivate the team to meet / exceed individual & team performance standards & objectives which contribute to business objectives as a whole
  • Develop & coach team members to consistently achieve a great performance which consistently centres around the customer
  • Effectively manage colleagues in all aspects of their role, including performance, attendance and conduct
  • Effectively communicate with the Contact Centre Manager, providing team performance updates , workload information, resourcing & recommendations re: succession plans
  • Identify both skills & knowledge gaps within the team & provides the relevant training, development & support to team members where appropriate.
  • Ensure all team members are aware of & adhere to processes & procedures and be able to evidence this where needed
  • Ensure all team members adhere to GDPR regulations at all times
  • Ensure all team members adhere to FCA regulatory guidelines & have the customer at the heart of all decisions made
  • Reward, acknowledge & celebrate good performance & achievements within the team
  • Complete 1st line quality assurance checks within the team which evidence both compliance to regulation & also the required standards of service we should be providing to our customers at all times.
  • Evidence within 1st line quality assurance sampling the feedback provided to individual team members & any on-going support required.
  • Responsible for proactively analysing & using performance MI to set challenging targets, drive team performance & constantly enhance the customer experience
  • Pro-actively assist in handling incoming calls / emails at busy times to maximise customer experience
  • Take ownership of escalated complaints resolving at 1st point of contact where possible & ensuring that a fair & reasonable outcome is reached for the customer
  • Escalate complaints which cannot be resolved at the first point of contact to the complaints team for resolution
  • Lead by example & ensure all team members have the customer at the heart of everything we do
  • Ensure decisions made by team members when interacting with customers throughout the call, consistently provide fair & reasonable outcomes for our customers which demonstrate TCF principles in our decision making
  • Ensure team members adhere to work schedules at all times in order to provide consistently good levels of service to customers
  • Act as an escalation / referral point for all team members & other areas of the business with regards all aspects of work undertaken in the team
Closing date 19th June 2019