Contact Centre Team Leader - 11 month Fixed Term Contract Customer Experience · Hatfield

Affinity Water Limited; Hatfield; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading water utility company in Hatfield is looking for a Contact Centre Team Leader on an 11-month fixed-term contract. The role involves managing a team of Advisors to ensure outstanding customer experiences, achieving regulatory compliance, and supporting team development. Candidates should have strong leadership, organizational skills, and a commitment to inclusivity. This position requires participation in a weekend standby rota, with competitive salary based on experience.

Benefits

Competitive salary dependent on skills and experience

Qualifications

• Ability to empower and engage the team effectively.
• Professional leadership skills to motivate and inspire.
• Strong organizational and time management skills.
• Capability to manage operational incidents.

Responsibilities

• Manage a team to deliver outstanding customer experience.
• Ensure regulatory compliance standards are achieved.
• Coach and support the team to achieve KPIs.
• Promote a culture of diversity and inclusivity.

Skills

Leadership skills

Communication skills

Organizational skills

Team engagement

Job description

Affinity Water have a fantastic development opportunity to become a Contact Centre Team Leader on a fixed term contract for 11 months.

If you are looking to develop existing skills or take on a new challenge, click on the link below and apply today!

The Role:

This role will include managing a team of front‑line Advisors to deliver outstanding customer experience focused on ‘resolve first time, every time’ by positively achieving challenging Key Performance Indicators (KPI’s).

What you'll be doing:

• Ensure regulatory compliance standards are consistently achieved (DPA, customer records) along with a thorough knowledge of C-MeX.
• Coach, lead and support the team to deliver a positive customer experience in an efficient and effective manner with resolve first time, every time approach.
• Manages underperformance within the team and supports with effective development plans in a timely manner, maintaining attrition levels within plan.
• Inspirational and creative leader with first class communications skills (both written and verbal).
• Builds great business relationships with the people who report into them, identifies training/coaching needs and delivers to the team.
• Promotes a culture of diversity and inclusivity throughout the workplace.
• Confident managing operational incidents putting the customer & team wellbeing at forefront when making critical decisions.

What you'll need:

• Ability to empower and engage the team, making Affinity Water a great place to work.
• Professional leadership skills, able to motivate and inspire people and gets results through others – ensures employees know what is expected of them and provide regular, reflective and meaningful feedback (good or not so good).
• Good organisational and time management skills with a proven ability to plan, problem solve and prioritise.
• Ability to manage and oversee operational incidents putting the customer & team wellbeing at forefront when making critical decisions.

This role does require 1 in 6 weekend standby rota.

Benefits:

• Competitive salary dependent on skills and experience