Deputy Contact Centre Team Lead | Hybrid, Coaching & Performance

Lenvi Servicing Limited; Cardiff; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading credit and analytics firm in Cardiff is seeking a Deputy Team Leader to support the Contact Centre. This full-time role involves leading a team of customer service agents, ensuring high customer satisfaction, and managing performance metrics. Ideal candidates possess experience in contact centres with strong communication and supervisory skills. This position offers a hybrid work setup and generous annual leave.

Benefits

Hybrid work setup

29 days annual leave plus Bank Holidays

Life insurance at 4x salary

Paid volunteering time

Health and wellness platform access

Qualifications

• Experience in a supervisory role in a contact centre is a plus.
• Ability to handle escalated customer service queries with professionalism.
• Strong understanding of contact centre metrics and KPIs.

Responsibilities

• Lead customer service agents to meet performance targets.
• Monitor calls, emails, and chats for quality assurance.
• Handle escalated customer queries and complaints efficiently.
• Contribute to team briefings and training sessions.
• Step in as Team Leader when needed.

Skills

Previous experience in a contact centre environment

Passion for outstanding customer service

Excellent communication skills

Ability to motivate a team

Problem-solving mindset

Job description

A leading credit and analytics firm in Cardiff is seeking a Deputy Team Leader to support the Contact Centre. This full-time role involves leading a team of customer service agents, ensuring high customer satisfaction, and managing performance metrics. Ideal candidates possess experience in contact centres with strong communication and supervisory skills. This position offers a hybrid work setup and generous annual leave.