Team Leader

GoResponse is an established & ambitious next-generation 24x7 contact centre business seeking to appoint a similarly ambitious, creative and committed Team Leader.

The business requires an individual who will naturally want to “own” their part of the business and be extremely comfortable with driving standards, dealing with conflict and delivering success through their team. The business has undergone 2 years of reinvention to deliver new solutions for clients – this is an excellent time to be joining a team who are ready to drive innovation and change. We are looking to award this role to the candidate that can demonstrate the ability to:

 Deliver exceptional people-management skills. You will be one-step ahead of potential problems and ensure that team members feel valued and stimulated, whilst clearly understanding the specific standards that you expect them to meet. You will know the personalities in your team – what motives them and frustrates them – and instinctively know how to support and when to provide correction. You will quickly earn the respect and favour of your team and you will be the type of person who wishes to treat your team members equally and be scrupulously fair.

 Manage conflict and ensure discipline is maintained: Lapses of service delivery due to poor attitude or a lack of application must be quickly dealt with using either informal or formal processes as appropriate. You will be comfortable in executing disciplinary procedures with HR support provided.

 Understand instinctively what clients need in general; and have the capacity to translate specific client needs in a way that your team understands, engages with and delivers upon. Our business wishes to add value and represent this to clients at every point possible.

 You will share your colleagues’ and the Management Team’s passion for driving up standards. “Just being good enough” or doing the minimum is something that will frustrate the life from the successful candidate.

 Experience in Omni-Channel sales and customer services will be advantageous.

 You will be comfortable analysing data and performance metrics and conversant with Microsoft Excel and other core MS Office products.

 Whilst support will be provided from others in the business, fundamentally you will be the type of person who will be proactive (and almost driven) in seeking solutions and answers to challenges that you face – rather than abdicating responsibility to others in the business.

 The use of a variety of IT systems will not faze you, and you will be eager to master these systems to be one step ahead of your team.

The role will suit the type of person who relishes the opportunity to not only shape and lead a team to stand out from the rest, but who likes being part of a highly progressive business. You will need to bring proactivity, resilience and positivity to the role; it will not suit a person who merely wishes to “turn up to work”. Standards and expectations are high, but the successful candidate will be rewarded with a stimulating place of work and the opportunity to be a key part of the team to drive the success of the business.