Contact Centre Team Leader

Company overview:

Team.Blue Internet Services UK Limited is one of the UKs biggest domain name and hosting providers. Domain names and web hosting are our specialities but we also provide everything else needed to run a booming online business.

Since 2019 we have been part of team.blue a European group of brands enabling entrepreneurs to succeed online. As a group we operate across more than15 countries manage over 1.9 million domains host more than 650000 websites and provide over 2 million email accounts to our customers. Our incredible team of nearly 2500 experts make this happen are you ready to share your passion and join our team

Why choose Team.Blue Internet Services UK Limited

We innovate and grow together leveraging people businesses and technologies to drive value and deliver exceptional results.

We pride in:

• Ownership: We take responsibility and drive positive change.
• Integrity: We act with honesty and care for the impact we make.
• Innovation: We use the latest tools and strive for excellence.
• Collaboration: We harness diversity and collective strength to make the impossible possible.

We make succeeding online as easy as it can be for our customers. We:

• Provide awardwinning IT services.
• Keep our products accessible and competitive.
• Offer a diverse range of products to allow customers to grow.
• Are customerobsessed offering multichannel exceptional support.

Our values

The five characteristics that drive our behaviours and the heart of our business culture;

• We put our customers at the heart of everything we do.
• Were stronger together and we trust each other to do the right thing.
• We tell it like it is and keep doors and mind open.
• We treat each other with respect and regard.
• Were always thinking whats next.

Job Description:

We are looking for Contact Centre Team Leader to join our customer success team in our office in Worcester UK. They will lead and manage a team of customer success advisors/ customer success specialists within the contact centre. This role focuses on driving performance to achieve key metrics including revenue targets Net Promoter Score (NPS) and PCA (Percentage of Calls Answered). The Team Leader is responsible for motivating the team conducting 121 meetings providing constructive feedback and ensuring a high level of team engagement and success.

Key Responsibilities:

• Lead and manage daily team operations to achieve revenue NPS and PCA targets.

• Regularly monitor individual and team performance providing feedback to drive continuous improvement.

• Analyse call data and other performance metrics to identify areas for improvement and implement strategies to optimise results.

• Conduct regular 121 meetings with team members offering guidance feedback and setting individual performance goals.

• Motivate and inspire team members to deliver exceptional customer service and meet business objectives.

• Support personal and professional development for each team member by identifying training needs and opportunities.

• Ensure all customer interactions are handled with a customerfirst approach focusing on highquality service that drives customer satisfaction.

• Monitor call quality and conduct regular reviews to ensure compliance with company standards and procedures.

• Oversee daily team operations to maintain high levels of productivity and efficiency.

• Manage staffing and scheduling to meet call volume demands and ensure a high PCA.

• Collaborate with crossfunctional teams such as training quality assurance and operations to ensure smooth team functioning.

• Generate and analyse reports on key metrics including revenue NPS PCA and other team KPIs.

• Provide insights and feedback to senior management on team performance challenges and potential improvements.

• Conduct team meetings to communicate targets updates and celebrate successes.

Skills & Experience:

• Proven experience in a team leader or supervisory role within a customer success or contact centre environment.

• Strong leadership coaching and mentoring skills with a focus on driving team motivation and engagement.

• Excellent communication and interpersonal skills for effective feedback delivery and team management.

• Analytical skills to interpret performance data and apply insights to team strategies.

• Ability to prioritise tasks manage time effectively and adapt to a fastpaced environment.

• Proficient in using contact centre management software CRM tools and reporting platforms.

Key Competencies:

• Providing excellent customer service.
• Delivering business results.
• Teamwork.
• Ability to work in a fastmoving environment and to tight deadlines.
• Selfmotivation
• Attention to detail.

Working hours:

Normal office hours are:

Monday to Friday 6am 7pm split into the following shift patterns: 8am 4:30pm and 9am 5:30pm.

On occasions with advanced notice you will be required to work 6am 2pm or 11am 7pm.

Saturday and Sunday 8am 4pm remote.

Remote working also available on Thursdays and Fridays only after training probation and discussions with the line manager.

Training:

You will be given complete training and support from our office in Worcester.

Initial training would be full time from the office Monday to Friday 9am 5:30pm.

Right to work:

At any stage please be prepared to provide proof of eligibility to work in the UK.

Unfortunately we are unable sponsorship visas and provide relocation packages.