Call Centre Team Leader

12 Month Fixed Term Contract
Starting Date: ASAP
Permanent, 35 hours per week (Monday - Friday)

We have a new vacancy for Life & Pensions Team leader and are looking for an individual who is a great listener and communicator to join the Customer Contact team in Basingstoke. Your role will involve providing inspirational leadership and effective management to deliver Diligenta's contractual obligations, including the achievement of published SLAs along with good customer outcomes.

Your Role With Us:

Regularly appraise and review staff in line with Company methodology for probation, objective-setting and appraisal management.
Proactively manage efficient team delivery and output within agreed service levels and business targets.
Ensure training and development plans are maintained for all team members.
Lead the team by example, acting as a mentor and role mode.
Pro-actively review and question procedures, looking at ways of ensuring we provide the best possible customer experience
Identify opportunities for process and systems improvement which will enhance the customer experience.

What We're Looking For:

Qualified to G.C.S.E standard or equivalent, must include a pass grade in Maths and English
Experience in people and change management.
Proven performance management skills
Strong time management skills, ensuring service levels are met and also having the ability to reprioritise both individual and the team's deliverables and workloads at short notice
Coaching and development skills
Strong communication skills, being able to motivate and encourage team members, as well as being able to deliver both encouraging and difficult messages

The Location:

Onsite restaurant and private gardens
Short walk from the Festival Place Shopping Centre
3 minute walk from train station

Guidant is acting as an Employment Business in relation to this vacancy.