Contact Centre Team Leader

Are you an experienced Contact 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 Contact Centre Team Leader we are looking for.

About the role 

As our Contact Centre Team Leader, you will lead a team of dedicated advisors, delivering exceptional service across various contact channels. You’ll inspire and develop your team, equipping them to excel in both inbound and outbound calls as well as other customer service activities. Ensuring team has the right tools and training, you’ll enable the team to deliver crucial information, support and expressions of gratitude on a wide range of topics, including locating health information, inquiries about our retail network, fundraising, event stewardship, and more.

You’ll also be the go-to expert to help the team swiftly resolve problems and complaints, benefiting both customers and the organisation. Overseeing all customer interactions and activities, you’ll help the team enhance the customer experience, build strong relationships, and drive income growth.

You’ll support and guide your team by setting performance goals, providing constructive feedback, conducting evaluations, and ensure their wellbeing. You’ll also identify and implement process improvements to boost efficiency and elevate the customer experience.

Taking ownership of the team’s performance, you’ll ensure they consistently meet and exceed KPIs and SLAs, as well as customer expectations. You’ll drive improvement by turning insights into actionable strategies, while being responsible for the team maintaining high standards of data accuracy and quality. You will also assist the Customer Service Manager in managing the wider team’s performance to meet or exceed targets and SLAs, as well as continuously improving your own performance. Collaborating closely with the Customer Service Manager, you’ll 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 18 month fixed contract covering a secondment. 

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:

Our interview process involves two stages. The first stage will be a one way video interview. The second stage is planned to be in person interview which will take place through in person at our  Birmingham Office (B37 7YE)