We have an amazing opportunity for a Team Leader to support our client, who are a leading organisation in the logistics industry, to service their business line customers on a permanent basis.
What does Ventrica do?
Ventrica is a dynamic, fast-growth customer management business that provides outsourced customer service for an array of blue-chip brands. We are an innovative business with a growing reputation here in the UK for technical innovation and digital transformation. In 2020 Ventrica picked up two awards at the prestigious European Contact Centre & Customer Service Awards. Gold for Best Outsourcing Partnership (Large) and silver for European Outsourced Contact Centre of the Year. In 2017 we won gold for Best Contact Centre Outsourcer in Europe at the same awards, and in 2018 we came 63rd in the Sunday Times Fast Track 100.
What will I do?
You will be responsible for leading a team of Customer Service Advisors to provide exemplary customer service. Coaching and development of your team will be a key part of this role, to enhance their skills and striving to exceed expectations in every interaction. You will ensure that SLA's and KPI's are met, whilst working closely with your Service Delivery Manager to embed the client brand/culture, and regularly providing them with insight and analysis.
What do I need?
Experience in leading teams is essential, ideally gained within a contact centre environment, and demonstrable experience in ensuring that service standards are maintained. You will be well versed in MI analysis and managing performance metrics. People management is the primary driver of this role and working closely with your team to overcome challenges and drive performance.
What will I be paid?
The salary for this role is negotiable depending on experience
This will be a remote based role initially with the look to move into office eventually. Therefore, your own laptop/PC running Windows 10 and a strong broadband connection are essential as well as being within commutable distance to Southend on Sea. Upon receipt of your application, you will be sent a link to complete a technical specifications questionnaire and an initial customer service screening assessment, the sooner this is returned the sooner your application will be progressed - we look forward to hearing from you!