Experienced Contact Centre Leader – Part Time
As a result of our UK Retentions department expanding significantly, we are seeking contact centre Team Leaders with experience to join us on our onshoring journey.
You will be responsible for building a culture of excellence within your team by giving clear guidance and making sure colleagues know how important their role is in delivering our business strategy. You will do this by recognising achievements, while creating a great team atmosphere and a learning culture.
Keeping the customer at the heart of everything you do, you’ll be a champion for first time call resolution, demonstrating to your team how this can be achieved through effective listening, problem solving and taking ownership.
Working Hours/ Shift Patterns: We have 2 options for part time hours. You will have the opportunity to select your preferred option if invited for an interview.
Option 1 – Total 23 hours a week
- Monday 11.30 – 19.30
- Thursday 14:00 – 18:00
- Friday 14:00 – 18:00
- Sat 09:00 – 17:00
Option 2 – Total 19.5 hours a week
- Thursday 14:00 – 18:00
- Friday 14:00 – 18:00
- Sat 09:00 – 17:00
- Sun 09:00 – 13:00
Training: The first 4 weeks will consist of full time in the office training, once you have completed your training you will move to hybrid working, this will consist of at least one day a week in the office with your team and for any other meetings or events as required.
Location: Our fantastic Leicester office which is in the city centre and only a short walk from Leicester train station.
Salary: A fulltime role of 37.5 hours per week pays £30,000 to £35,000, based on your experience. The pay will change (pro-rated) according to your agreed hours and be between £15,600 -£21,466.
Knowledge & Experience:
- A passion for people development, leadership, and coaching
- Adept at responding to customer enquiries with a focus on first-time resolution
- Able to prioritise own workload and that of others to ensure deadlines and performance expectations are met
- Has good self-awareness and understanding of others, able to communicate and work with a range of stakeholders and colleagues
- Can interpret and use MI and data for team and individual performance to identify opportunities for improvement
- The ability to support a team when they are working remotely
- Proficient in use of Microsoft Office
- Thrives in a fast-paced environment
What we offer: Join us and you’ll find a different way of doing things. We call it the 4Cs. So, we focus on getting it right for our colleagues, customers, company, and community.
Benefits you’ll receive:
- Up to 5% annual discretionary Bonus
- Hybrid working (1 day per week in the office with the option to do more depending on your preference)
- A fantastic open plan modern office
- We promote a relaxed, friendly & diverse working environment
- ‘Harrys’ – a great onsite restaurant, with a wide range of choice at breakfast and lunchtime & an onsite Costa coffee
- Generous holiday allowance
- Pension match up to 10% of your salary
- Life insurance (4 x base salary)
- Discounted Hasting Direct products
- Discounts & cashback with well-known retailers
- Tech scheme, cycle to work, health assessments, and skin check – on completion of probation
- Refer a friend scheme – earn £500 for every friend you refer
- We will provide you will all the tech that you need! Including a brand-new Microsoft Surface laptop
Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. Please also note that we have a thorough referencing process, which includes credit and criminal record checks.
