Contact Centre Team Leader

Are you people focused Contact Centre Team Leader looking for a role that will allow you to showcase your customer service and team leader skills within a call centre environment? Are you passionate about developing people and providing exceptional customer experience? Do you thrive working within an innovative and changing environment?

If so, you might be interested in our Contact Centre Team Leader role based within our Customer Retention Team.

Package: Up to £28,500 with excellent benefits including 25 holiday days (plus your birthday off)

Hours and Rota: 37.5 per week, working Monday - Friday 9am – 5pm.

Location: We are flexible on the location of this role, it can be based remotely within the UK, hybrid or based within our Amesbury office

What we look for in you as a Contact Centre Team Leader

• A proven ability to lead a contact centre team and generate enthusiasm for sales and service in a motivational and competitive team environment
• As you’ll be talking directly to both internal and external customers, it’s important that you have excellent communication skills
• Working within a busy and at times challenging environment, you`ll take multitasking and team work in your stride
• The ability to demonstrate a flexible approach towards changing business needs

What you`ll get up to as a Contact Centre Team Leader

To give you an idea what to expect, you`ll be:

• Leading a team of Contact Centre Agents in a proactive call centre environment
• Responsible for training and coaching team members
• Supervising the team on a day to day basis ensuring performance is at the right level and they remain motivated and engaged
• Providing an excellent customer experience and responding to escalated customer queries
• Contributing ideas for continuous improvement

What Animal Friends is all about!

Animal Friends has grown to become not only an award-winning business but one of the largest pet insurance providers in the UK, with over 450 colleagues helping us to look after over 1 million pets, offering cover for cats, dogs and horses.

A large part of our success is due to our company values which are the foundation of how we work, we are courageous by continually looking for new ways to innovate our customers experience and the pet insurance industry. We are kind-hearted with animal welfare being important to us, we donate and support over 300 charities across the UK and worldwide, to date, we have donated over £7 million. And we are passionate about the support we provide to our customers helping them care for their pets.

Benefits of working with Animal Friends

We recognise that your hard work shouldn`t come without its perks, so here`s a little list of some of the things you can expect to get from us:

• 25 days annual leave plus bank holidays and we give you your birthday off
• 95% of our employee’s own pets, we’re able to provide up to 50% off insurance along with free access to our Vet consultation app JOII
• We believe looking after employees’ health is important, so we offer discount on gym membership, access to a Wellbeing hub and a health care cash plan
• We like to celebrate success and recognise excellent employee performance; we will donate £3k to the charity of our employee of the quarter’s choice
• Most importantly, you`ll be working within a courageous, passionate and kind-hearted team

Animal Friends Pet Insurance Ltd is an equal opportunities employer and we welcome applications from people of all ages, genders, ethnicities, nationalities, disabilities, religions, and sexual orientations. Your application will be dealt with in the strictest of confidence.

We offer accessibility help with application forms which is available via the jobs page of our website.

As an FCA regulated business, we require successful applicants to clear our pre-employment screening process which includes a credit check and references checks. Under the latest UK Right to Work regulations, we will require successful applicants to evidence their right to work in the UK, either in person, online, or digitally via a third party subject to circumstances.

Please note all our interviews are taking place via Teams.

Please be aware this advert will remain open until the vacancy has been filled rather than the advertised closing date. Interviews will take place throughout this period; therefore, we encourage you to apply early to avoid disappointment.