Contact Centre Team Leader Job at Sureserve (Liverpool)

Client Services Team Leader

Are you a Team Leader with a passion for delivering exceptional Customer experie...

Location

Australia , Brisbane

Salary:

Not provided

APM Employment Services

Expiration Date

Until further notice

Requirements

Experience in leading teams
Excellent organisational and time management skills
Excellent interpersonal and communication skills
Demonstrated customer service experience preferred
Sound statistical/analytical skills
Intermediate to advanced use of MS Office suite and Genesys desirable
Contact Centre experience preferred

Job Responsibility

Manage a team of Client Services Officers to deliver first-contact resolution and outstanding client experiences
Oversee daily operations including real-time management, planning, and resource allocation
Identify and implement business improvement opportunities to enhance service delivery
Manage performance through performance monitoring, system audits and quality assurance measures
Drive employee engagement, culture, and professional development initiatives
Ensure compliance with WHS, quality, and contractual standards

What we offer

Supported by a values-driven culture
Opportunities for professional growth
Collaborative leadership team
Commitment to Equality, Diversity and Inclusivity

Fulltime

Customer Support Team Leader - Midnights

We're looking for a leader who can thrive during these non-traditional hours, bu...

Location

United Kingdom , Cardiff

Salary:

Not provided

Capital on Tap

Expiration Date

Until further notice

Requirements

Contact centre experience is essential
Bonus if experience is in Financial Services
Genuine passion for team development and a track record of coaching success
Strong attention to detail with the ability to identify and address inefficiencies
Experience in analysing and interpreting basic data sets
A growth mindset—comfortable making mistakes, learning, and improving
Confidence in giving and receiving constructive feedback, including managing up
A drive for success, backed by a track record of achieving results in previous roles
Someone who has worked similar shifts or unsociable hours is a plus

Job Responsibility

Lead a team of approximately 10 agents to deliver exceptional outcomes for customers and the business
Develop team skills through 1:1s, coaching, huddles, and meetings
Support the Customer Support Manager in driving positive departmental changes
Build strong relationships with key internal stakeholders
Act as an escalation point for team support when needed, especially during unsociable hours
Remove obstacles preventing agents from delivering outstanding service

What we offer

Private Healthcare, including dental and optician services through Vitality
Worldwide travel insurance through Vitality
Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
Salary Sacrifice Pension Scheme up to 7% match
28 days holiday (plus bank holidays)
Annual Learning and Wellbeing Budget
Enhanced Parental Leave
Cycle to Work Scheme
Season Ticket Loan
6 free therapy sessions per year

Fulltime

Quality Assurance Specialist for Contact Centre

We are looking for our next QA specialist for Contact Centre, main activities in...

Location

Mexico , Ciudad de México

Salary:

Not provided

IKEA

Expiration Date

Until further notice

Requirements

Experience on Contact Centre: Quality Assurance supervisor or similar
1-3+ years of experience in a Contact Center environment, preferably in a Quality Assurance (QA) or Coaching role
Demonstrable prior experience monitoring and evaluating customer interactions (calls, emails, chat)
Experience conducting calibration sessions with leadership and training teams is highly desirable
Exceptional Attention to Detail: Must be meticulous in evaluating interactions against complex criteria
Strong Analytical and Critical Thinking Skills: The ability to be objective and data-driven in assessments
Outstanding Communication Skills (Written and Verbal): Essential for delivering clear, constructive, and professional feedback to agents and creating comprehensive reports for management
Coaching and Interpersonal Skills: The capacity to deliver feedback empathetically and motivate agents to improve their performance
Time Management and Organization: Ability to manage a high volume of monitoring tasks and meet deadlines
Problem-Solving: Proactive approach to identifying and proposing solutions for quality or process gaps

Job Responsibility

Monitor and evaluate agent-customer interactions (calls, emails, chat, etc.) to assess adherence to quality standards, policies, and procedures
Conduct call monitoring and scoring using established quality scorecards and evaluation criteria
Provide constructive and actionable feedback to contact center agents based on evaluation findings to drive performance improvement
Participate in calibration sessions with team leaders and trainers to ensure consistency and objectivity in the evaluation process
Analyze quality metrics (e.g., quality scores, Customer Satisfaction (CSAT), First Contact Resolution (FCR)) to identify trends, root causes of issues, and areas for improvement
Prepare comprehensive quality reports and performance analyses for management and relevant stakeholders
Collaborate with the Training and Coaching teams to develop and recommend targeted training programs based on identified skill and knowledge gaps
Assist in the development and maintenance of quality assurance standards, scorecards, and process documentation (SOPs)
Ensure agents comply with regulatory requirements and company policies related to customer interactions and data privacy
Identify and report systemic operational or process issues that impact customer experience or agent performance

Fulltime

Customer Service Team Leader

Are you a natural leader with a passion for delivering brilliant customer servic...

Location

United Kingdom , Luton

Salary:

27400.00 GBP / Year

Arriva London South Limited

Expiration Date

Until further notice

Requirements

Experience leading or coaching a team in a customer service, contact centre, or similar fast-paced environment
A passion for delivering brilliant customer experiences
Strong communication and interpersonal skills
Calm, confident problem-solving abilities—even under pressure
A flexible, organised approach and the ability to manage multiple priorities

Job Responsibility

Lead & Inspire: Motivate and manage a team of customer service advisors to deliver outstanding service
Coach & Develop: Support your team with regular feedback, training, and development to help them shine
Drive Performance: Monitor KPIs, quality, and productivity to keep standards high
Champion Customer Experience: Ensure queries and complaints are resolved quickly, effectively, and with genuine care
Problem-Solve: Create a proactive, solution-focused environment where challenges are resolved confidently
Live Our Values: Role-model the Arriva approach—always putting customers first
Collaborate: Work closely with colleagues across the business to support continuous improvement and innovation

What we offer

Free bus pass
great career development and progression
opportunity for overtime

Fulltime

Team Manager - Sales

This is an exciting opportunity for an ambitious and experienced individual to j...

Location

United Kingdom , Peterlee

Salary:

Not provided

Auxillis

Expiration Date

Until further notice

Requirements

At least 2 years’ experience of working at a similar level of management within a contact centre environment
Display professionalism and have a pragmatic approach, with people at the heart of everything that you do
Strong people manager and able to create a professional culture where people feel involved and engaged
Excellent time management skills and can work in a fast-paced environment
Possess excellent organisational, communication and problem-solving skills
Ideally, have experience in a motor insurance, accident management or claim handling environment

Job Responsibility

Leading a motivated and engaged team of sales advisors through weekly 121s, training, on the job coaching, continual performance feedback and quality monitoring
Act as a second point of escalation for our diverse customer base, keeping customer satisfaction and communication at the heart of your decisions and behaviours in line with our values

What we offer

Annual Leave - Start with 24 days, increasing to 26 days with service, plus the flexibility to buy or sell up to 5 extra days each year
Public holidays
An extra day off to celebrate your birthday
Pension - Employer contributions of 3%
Free life assurance
Save-as-you-earn scheme
Colleague referral scheme (earning £1,000 per referral)
Benefits App with discounts and cashback at top retailers
Colleague assistance programme with 24/7 GP service, mental health support and physiotherapy
Cycle to work scheme

Fulltime

Senior Manager, Global Merchant Support

The Customer Service Group Lead - Merchant plays a critical role in managing the...

Location

Australia , Melbourne

Salary:

Not provided

Block

Expiration Date

Until further notice

Requirements

5+ years contact centre experience
navigating omnichannel environment meeting service levels and partnering with various Ops stakeholders to formulate insights to maintain and improve quality and productivity
Demonstrated Change management in a high paced, scaling operational environment
Experience in managing Operations processes/teams across multiple regions/ timezones
Expert stakeholder managements skills with the ability to partner with teams and department leaders
Excellent communication skills across a number of mediums (verbal, written and presentation)
A self-starter and someone who thrives under pressure
Resilient, ability to manage multiple competing priorities and think holistically
Ability to learn quickly, understand complex processes end to end in Operations, and the ability to manage/influence impacts across multiple programs

Job Responsibility

Accountable for service delivery across each of our global Merchant SMB CS teams
meeting overall service levels, compliance and regulatory obligations, ensuring great Merchant experiences, and focusing on maintaining employee engagement and strong partner relationships
Coaching and mentoring Team Leaders and executing on our Cust Ops people strategy for the SMB Merchant CS teams
Own the improvement roadmap and drive improvements in customer satisfaction / quality (CSAT, QA, Complaint reduction) and efficiency (TTR, AHT) across channels by understanding the support needs of our Merchants and building improvement strategies
Partner with Ops stakeholders such as Quality, WFO, Vendor Management, Content and Learning to deliver on service delivery expectations
Leverage technology to ensure we are delivering the most efficient and effective service through channel optimisation
Partner with the Product teams, to ensure new product delivery roadmaps are delivered with the merchant experience and compliance at the centre of the design and execution
Proactively review and manage risks & create action plans to support where required to both protect the business and champion merchant experience
Identify and drive process improvements and business opportunities, with a high degree of complexity and impact to ensure best in class operations, with a particular focus on cost optimisation, simplification, operations excellence, self service, and merchant experience
Achieving high quality, balanced outcomes through solid partnerships with teams/stakeholders such as Product, Risk, Finance, Compliance & Policy teams

What we offer

Remote work
medical insurance
flexible time off
retirement savings plans
modern family planning