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Do you have experience as a team leader within a customer focused role? Are you keen to work for a company that knows how to have fun and offers genuine long term development opportunities? If so please get in touch!

I am recruiting a Team Leader for a fast-growing telecommunications company based close to the Altrincham area. Paying a salary between GBP28,000 to GBP32,000pa dependent upon experience, plus a 5% monthly, performance related, bonus. You will work as part of a close-knit team, educating and troubleshooting technical queries from customers. The role will be a split between supporting to resolve customer queries, as well as coaching and performance managing the team, including training and supporting new starters.

The ideal person for this role will have a passion for providing first class customer service and have proven experience working as a Team Leader, ideally within telecoms, or a contact centre / call centre environment, where you have supported with coaching and performance managing a team.

What will you be doing as a Customer Service / Helpdesk Team Leader?

Daily review of performance KPIs at both a business and individual level
Proactively schedule resource by customer demand
Manage daily performance and adherence in real-time - calls and all associated tasks and tickets
Develop and monitor trending performance and seek to understand root causes
Solution focused with a can do approach
Continuous development of people through regular, scheduled 1-2-1 meetings and review of performance. Ensure everyone has individual and business objectives, clearly defined and regularly reviewed
Use performance data to set action and targets, establishing any training needs
Coach and support the team members to ensure targets are met and, where possible, exceeded
Establish and nurture an environment of open collaboration, success focused, with clear structure and organisation and accountability
Utilise effective delegation strategies, allowing the delegate to learn and grow from the associated tasks
Leading by example, demonstrating strong leadership skills, supporting people and challenging unacceptable levels of behaviour and performance where requiredWe would LOVE to hear from you if you have the following skills and experience:

Previous experience as a Senior or Team Leader in telecoms is desirable
Ability to make decisions, take initiative, and always be supportive of your team members
Experience in a customer facing role is essential
Proactive and solutions focused approach to work
Excellent communication skills, with ability to deliver the message with confidence and empathy
Be able to listen and really pinpoint what the issue is in preparation to support colleagues in all areas of the business at every level.
Enjoy working as part of a team, but have the drive to use your own initiative
A strong and articulate leader who builds strong team relationships and can deliver on their objectives
Educated to Degree level or equivalent. The equivalent in working experience is also acceptable
Minimum of 2 years working in a Coaching or Leadership capacity within a Customer Support functionWhat will you get in return for your work as a Customer Service / Helpdesk Team Leader?

Salary of between GBP28,000 and GBP32,000pa DOE
5% monthly, performance related, bonus available
Working hours are 4 x 10hr shifts across Monday to Friday between the hours of 8am - 8pm, Sat and Sun cover is also required on a rotation and they are a shorter day
Hybrid working is available for the weekend shifts
Holidays: 25 days holiday + bank holidays
Opportunities for progression and personal development
Chance to join a fun, dynamic working environment

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