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Job Details

Call Centre Team Leader


My client are a well-established and reputable Mechanical & Electrical company who specialise in delivering Gas Servicing, Repair and Maintenance to domestic and commercial properties

They are current seeking a Team Leader to be responsible for leading a team covering all domestic gas service contracts providing an excellent customer experience.

Main responsibilities

  • Support and monitor the customer operative team to ensure works are being carried out to the highest standard
  • Handle and facilitate calls, to deliver great customer service
  • Resource Staffing Rota’s
  • Develop staff morale, to promote an enthusiastic and committed team
  • Ongoing training and development of your team, to ensure continuous improvement (i.e. mentoring, buddying and regular 1-to-1s) and regular reviews
  • Manage call escalation, for example returning manager call backs
  • Maintain excellent communication within your team
  • Consistently meet and exceed agreed Key Performance Indicators (KPIs)
  • Support and assist with any payroll Queries
  • Provide our Gas Management team with support, where required

Salary & Package
  • £22,900
  • Monday – Friday, 8am – 6pm (1 hour lunchbreak, 2 x 15 minute breaks)
  • Reputation for high staff retention rates
  • Role specific training and development
  • Equal opportunities employer, with a culture to promote from within
  • Mental Health awareness and resources
  • We provide fruit each day and promote cycle schemes to encourage healthier lifestyles
  • Yearly annual leave increase after 5 years of service
  • Open door policy
  • London Living Wage employer
  • Members of the 5% club

If you feel this position is of interest please apply today with an up to date CV