Based in Worcester, this company is the #1 Professional Tanning Brand. Providing superior products and training and ensuring that customers return time and time again. Having won numerous beauty awards and worked with many celebrities, they are really going places. As experts in starting and growing small businesses, their strategy is further growth within the beauty industry.
As part of this growth, they are looking for an enthusiastic individual to be their Call Centre Team Leader. You will provide excellent customer service, and also manage a small team of contact centre advisors, hunting new accounts, nurturing existing and providing a customer service standard of excellence at all times.
This is a hands on role, so you'll also be responsible for inbound and outbound calls as well as supervising the team. Key duties include:
- Undertaking customer calls and outbound sales
- Providing day to day management of the contact centre team, providing coaching and mentoring and conducting training sessions or workshops
- Working as a team to achieve departmental KPIs through inbound and outbound call management
- Develop call scripts for all call types, creating training and coaching tools to deliver to staff
- Managing and coaching individual’s to achieve the company’s and their own personal development goals
- Conducting monthly 121’s & annual appraisals with all contact centre staff
- Conducting weekly call listening and providing feedback and coaching in order to ensure standards are being met.
- Managing staff rotas to ensure adequate cover is achieved during ongoing peak periods
- Instilling a culture of professionalism, energy and absolute customer excellence within the department
- Day to day management of the CRM system to steer your team through the customer pipeline.
- Working with the marketing department to understand current campaigns and adapt team targets to suit this.
- Ensuring team members are well briefed in day to day needs of the wholesalers/overseas distributors and their promotions
In order to succeed in this role you'll have at least 3 years previous experience in a Customer Services role ideally in the beauty industry. You'll also have at least two years working at a supervisory/management level. You'll be comfortable working for an SME and keen to suggest new ideas to help create a better way of working. A good listener, you'll enjoy motivating a team in order to achieve success. With great communication skills, you'll be passionate about our brand and an advocate of the customer journey.
In return they will offer a competitive salary, 20 days holiday (inclusive of bank holidays), company pension scheme, DIS Benefit and staff discount on all their beauty products.
Normal hours of work are 9.00 am - 5.30 pm, Monday - Friday with a 1 hour lunch break.
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