Call Centre Team Leader

Are you an experienced Call Centre Team Leader who can lead and inspire? Can you embody our values, ensuring our customers feel at the heart of everything we do?

If so, you could be the Call Centre Team Leader we are looking for.

About the role

We are looking for a Call Centre Team Leader to lead a team of dedicated advisors across various contact channels.

Key Responsibilities:

• Team Leadership: Inspire and develop your team to excel in both inbound and outbound calls, as well as other customer service activities. Ensure they have the right tools and training to deliver crucial information, support, and gratitude on a wide range of topics, including health information, retail enquiries, fundraising, and event stewardship.
• Problem Resolution: Act as the go-to expert for swiftly resolving problems and complaints, benefiting both customers and the organisation.
• Customer Experience: Oversee all customer interactions and activities, helping the team enhance the customer experience, build strong relationships, and drive income growth.
• Performance Management: Set performance goals, provide constructive feedback, conduct 121's, assist with recruitment and ensure the wellbeing of your team. Identify and implement process improvements to boost efficiency and elevate the customer experience.
• KPI and SLA Management: Take ownership of the team s performance, ensuring they consistently meet and exceed KPIs and SLAs, as well as customer expectations. Drive improvement by turning insights into actionable strategies while maintaining high standards of data accuracy and quality.
• Collaboration: Assist the Customer Service Manager in managing the wider team s performance to meet or exceed targets and SLAs. Foster a culture of quality, fun, and continuous improvement.

We are looking to start someone in this role as soon as possible.

About you

You have a proven track record in customer service leadership, ideally within a contact centre environment. You re experienced at setting performance goals, offering constructive feedback, conducting evaluations, and ensuring your team s wellbeing. Your experience includes handling both inbound and outbound calls, implementing and monitoring KPIs, and effectively managing complaints.

To excel in this role, you should have:

• Outstanding IT skills, especially Microsoft Office, and familiarity with CRM systems and customer service software. Experience using a Helpdesk ticketing systems would be highly advantageous.
• A strong understanding of contact centre best practices, tools, performance metrics, and KPIs.
• Excellent written and verbal communication skills, including a great phone manner and strong presentation skills.
• Exceptional attention to detail, strong administrative and time management skills, and a proactive, solution-focused approach.
• Experience in conducting effective team meetings, delivering impactful updates, inspiring and motivating team members, and securing enthusiastic buy-in for changes and new initiatives.

Working arrangements

This is a fixed contract covering a secondment until April 2026.

This is a blended role, where your work will be dual located between your home and our Birmingham office( B37 7YE). Working hours are between 09:00am 07:00pm, subject to business needs. Normal working hours are 09:00am to 05:00pm - Monday to Friday with flexibility to work Saturdays and 11:00am - 07:00pm during peak event season.

At the BHF we believe in the power of being together, so our colleagues on blended contracts can expect to spend some time in their office, at least one day each week, on average. At the moment the team typically go in once a week on Wednesday. The use of our office spaces is driven in part by your role and the activities you need to do. This may vary from time to time, so you will need to work in a flexible way to unlock your best work for our cause.

Need more help balancing your work and home life? Talk to us about what flexibility is available at the application or interview stage

What We Offer:

When you join the BHF, you become part of our MyBHF Career Academy, where we'll help you grow, learn, and develop your career.

We offer our staff generous benefits, such as:

• 30 days annual leave plus bank holidays.
• Private medical insurance, dental health cover, and money towards gym membership.
• Pension scheme with employer contribution up to 10%.
• Full pay for 12 weeks for family leave including maternity, paternity and adoption leave.
• Life assurance.
• Extra paid leave of up to 10 days to support colleagues who may need more time off work to look after themselves or others close to them.

We care about the well-being of our employees through our Live Well. Work Well. Programme, which gives you activities, opportunities, and advice to help you live a healthy and happy life, both at home and at work. We embrace diversity and inclusion and encourage all our colleagues to be themselves.

Interview Process:

This interview is planned to be in person interview which will take place through in person at our Birmingham Office (B37 7YE) on 4th Dec 2024.