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Job Title: Call Centre Team Leader
Salary: £30,000 – £35,000 per annum (Full-Time, Permanent, 35 hours)
Location: Liverpool City Centre (Office based)
Shifts: Flexibility to work between the hours of 9am and 8pm, Mon–Sat
Are you an experienced Call Centre Team Leader with a proven track record in people management and a passion for delivering first-class service? We are hiring for a Call Centre Team Leader to join a thriving, fast-paced legal services business at their Liverpool City Centre head office.
As a Call Centre Team Leader, you will report directly to the Head of Operations and play a key role in managing daily activity, supporting your team, and ensuring an exceptional level of service is provided to clients, customers, and third parties. This is an exciting opportunity for a motivated and forward-thinking leader who thrives in a dynamic environment.
What You’ll Do:
Manage daily workloads, productivity, and inboxes, ensuring service level standards are achieved and staffing levels are optimised.
Prioritise workloads and ensure targets are met.
Conduct call monitoring and quality assurance, providing constructive feedback to agents.
Manage system and process changes effectively.
Prepare team performance reports, identify trends, and share insights with management.
Provide input into process improvements and ensure adherence to company policies, including data privacy and security.
Handle escalated customer enquiries and complaints with confidence and professionalism.
Support training and development through one-to-one meetings and appraisals.
Key Skills & Experience We’re Looking For:
Proven experience as a Team Leader (minimum 3 years).
Strong people management and leadership skills.
Excellent customer service abilities with a solutions-focused approach.
Good working knowledge of Microsoft Excel and general IT systems.
Highly organised with strong planning and time management skills.
Dynamic, proactive, and able to use initiative to solve problems.
Benefits:
25 days holiday per year plus bank holidays.
Birthday off.
“Me Time” allowance.
Loyalty scheme.
Car park salary sacrifice scheme.
This vacancy is being handled by Aspire Recruitment. Please be aware we receive a high volume of applications and regularly receive applications from candidates who exceed the job credentials. We will only contact you within the next 14 days if you are selected for interview. Should you apply for this role, we will process your data as detailed in our Privacy Policy and by applying for this opportunity I agree that Aspire Recruitment will keep me informed about potential employment opportunities regularly and that I can choose to opt out of receiving information at any time.
