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Contact Centre Team Leader

Location: Leeds City Centre
Salary: £26 - £30k pa
Hours: 37.5 hours per week. Working on a rotational shift pattern. Operational hours are Monday – Friday 7am – 7pm Saturday & Sunday 9-5pm
Contract Type: Full Time, Permanent
Closing Date: 22nd November 2019


Are you an experienced Call Centre Team Leader, with a passion for developing your team?
Are you passionate about offering outstanding customer service and driving first time resolution?
Are you looking for a vibrant, friendly, supportive contact centre to work in?

Our Contact Centre is a welcoming and supportive environment, our colleagues are our point of focus. We've made the Contact Centre an enjoyable, comfortable and invigorating place to work. We are constantly evolving and expanding. Working closely with the Contact Centre Manager and Front of Office Manager, the team leader will drive the operational delivery and quality of our customer service team. They will lead, support, direct and develop the team of customer service advisors.

About the role
The purpose of the role is to manage, coach and develop a team of customer service advisors, to enable a culture of ‘first time resolution', with cross-functional working as required to support the delivery of business requirements. The team leader will be proactive and take ownership of the process, and is accountable for driving performance and customer satisfaction across their team. They will meet KPIs and SLAs, manage high volume call handling, whilst delivering excellent customer service to internal and external customers and stakeholders.

About FirstBus Shared Services and The Team

You will be working within First Bus Shared Services, in our prestigious city centre offices. You will be part of the contact centre team, reporting into the contract centre manager. The Shared Services Centre (SSC) is a new and growing business within First Bus that focusses on delivering high-quality, efficient and centralised services to the division. Our core purpose is to enable First Bus to perform at its best, embrace change, innovate and grow. We have grown rapidly from 10 people at the start of 2018 to over 140 people and counting.

Key Accountabilities

  • Enable a culture of ‘first time resolution' by empowering teams of customer service advisor with the tools and knowledge to provide excellent customer service over a variety of processes
  • Responsible for call stats, and call monitoring
  • Ensure a high level of customer satisfaction at all times
  • Ensure teams are supported and know what is expected of them
  • Responsible for the performance and personal development of the team, ensuring the right behaviours to drive delivery
  • Stakeholder engagement with internal and external customers
  • Support the management team to deliver against team/functional objectives
  • Overall accountability for driving team performance through effective leadership and coaching, monitoring and control of KPIs and performance metrics.
  • Encouraging knowledge and best practice sharing.
  • Recruit, induct, manage, and develop teams, managing people resource to deliver service requirements and delivery against KPIs and compliance.
  • Accountable for management of any HR employment related issues, in-line with company policies and procedures, not limited to but including disciplinaries, grievances, absence and performance management.
  • Ensure levels of customer service and the quality of output meets required standards through regular monitoring.
  • Performing regular quality checks
  • Supporting wider Shared Services functions


Skills, Experience and Qualifications required

  • Previous experience of leading and managing a team in a customer focussed contact centre / call centre
  • Able to hit the ground running
  • Previous experience of people management, performance management and personal development, including the ability to coach and mentor teams to achieve required performance levels
  • Experience of working to KPI targets and service level agreements
  • Good understanding of relevant policies, processes and practices
  • Internal and external stakeholder relationship management
  • Effective decision making with strong problem solving skills, and situational judgements
  • Ability to analyse information, and data, and act for improvement
  • Ability to prioritise, manage workflows, delegate and ensure conflicting deadlines are met
  • Excellent communication and interpersonal skills
  • Ability to adapt and support organisational change
  • Confident in the use of technology with strong ITC skills
  • A proven track record of delivering change
  • Previous experience of working in a shared services environment or customer contact centre is desirable
  • Relevant industry qualification or experience

Once you've completed your probation period, you'll enjoy fantastic benefits:
• Free travel - On our buses
• Discounted travel for you and your family on the trains (GWR, TPE, Hull Trains) and your family & friends will also benefit from cheap bus travel. For £6 per day you can take the train all the way to London and back!
• First Xclusives - Discounts on First UK rail and bus and over 3,000 offers on goods and services for you, your family and friends
• Share in our success – Buy discounted shares in First
• Pension – You'll automatically join our scheme and start building a pension pot
• Free life assurance – For all members of our pension scheme. You will have a flexible approach to working and be happy to work late shifts and weekends

If you have applied for a similar role within the last 6 months and were unsuccessful, please do not re-apply for the role.


Close map
Leeds Princes Exchange
2 Princes Square, Leeds, West Yorkshire, England, LS1 4BY
  • Ref:
  • Company:
    First UK Bus
  • Website Skillset:
    All Other Roles
  • Contract Type:
    Permanent - Full Time
  • Full Time / Part Time:
    Full Time
  • Contracted Hours:
  • Location:
    Leeds Princes Exchange
  • Closing Date:
    22 November 2019
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