Team Leader

Introduction to Reed Talent Solutions and RM Education

Reed Talent Solutions are currently partnered with RM who are on the hunt for a Team Leader to join their team based in Hucknall, managing 7 Customer Advisor heads who support our customers post-purchase to resolve queries with orders and invoices.

Who are RM?

RM specialises in providing technology and resources to the education sector, supporting over 10 million students worldwide. They work with over 28,000 schools, nurseries, and education trusts in 115 countries to deliver customer-centric solutions that improve education outcomes.

Role purpose:

To support the Contact Centre Operations and Service Manager and service centre leadership team, managing a team of Customer Service Advisors in ensuring that RM Resources Customers are delivered a first-class customer experience.

Role Responsibilities:

• Workload Management: Allocate team members to optimize service provision, target achievement, customer satisfaction, and administrative support.
• Process Adherence: Ensure the team follows established processes and procedures, achieving KPIs, SLAs, targets, and quality standards.
• Service Improvement: Monitor service needs, liaise with customers, recommend and implement service improvements.
• Data Analysis and Reporting: Produce, collate, and analyse statistical information to evaluate team and process efficiency.
• Team Supervision and Development: Supervise, coach, and monitor team members, conduct meetings, appraisals, and competency assessments. Recruit, induct, develop, and support the team to ensure timely and accurate resolution of enquiries.
• Technology and Systems Support: Assist in the development, testing, and implementation of new technologies and systems.
• Health, Safety, and Compliance: Maintain health and safety, security, equal opportunities, and customer service standards. Ensure team adherence to HR policies.
• Customer Service Advisor Duties: Perform Customer Services Advisor duties as needed to maintain high service levels.

Role Details:

• Location: Heyworth Road, Harrier Business Park, Hucknall, NG15 6XJ (2 days in office, 3 days WFH)
• Hours: Mon-Fri 8-4, 8-9 or 10-6 on a shift pattern (37.5 hours per week)
• Rate: £14.03 p/h (weekly pay)
• Start date: ASAP
• Contract length: Temporary for 3-6 months before going permanent

Skills and experience:

• Experience of working within a Customer Service/Contact Centre environment
• Previous Team Leader experience in a similar environment
• Understanding of contact centre methodologies
• Experience of using contact centre technologies
• Approachable
• Flexible
• Inquisitive
• Ability to use initiative
• Excellent communication skills
• Organised
• Good attention to detail
• Strong customer focus
• Team player

How to Apply: If you are a motivated individual with experience managin teams, we would love to hear from you! Please apply with an up to date CV and a member of the team will be in touch.