Contact Centre Team Leader - Nights

Contact Centre Team Leader (Night Shift)

Working Pattern: Permanent / Full-time / 48 hours per week /20:00 – 08:00 / 4 on 4 off rolling shift pattern

Salary: £26,881.92 per annum


*Please note that all permanent night positions are subject to a night worker health assessment, and due to Health & Safety Regulations, overnight positions require you to be over the age of 18*


We have an opportunity available for a Team Leader to lead the night shift team based at our contact centre in Wigan. You will ensure that a high standard of customer service is being delivered to all external and internal customers, & Service Level Agreement’s (SLA’s) are adhered to, evidencing these where necessary.


Key Accountabilities

  • Act as the point of contact and responsible person for Lowri Beck during the night shift.

  • Maintain and improve contact centre operations by monitoring system performance, identifying and resolving problems.

  • Organisation of staff including sickness & holidays, tackling any issues that may arise & conducting return to work interviews when needed.

  • Monitoring performance of the team to ensure SLAs are met.

  • Report to managers, directors & other areas of the business current performance against SLAs.

  • Continually reviewing & seeking to improve the end to end journey for internal and external customers

  • Handle complaints as an escalation point to ensure excellent customer service


What we are looking for

  • Good level of education

  • Previous experience of supervising/managing a team within a customer service industry

  • Polite & professional telephone manner

  • Excellent communication, interpersonal, organisation & administration skills, with the ability to prioritise workload & remain calm under pressure

  • Computer literate with the ability to operate Microsoft Office

  • Previous team leadership/management/supervision experience within the utility metering industry would be beneficial


To apply, visit the Lowri Beck Careers Website and submit an application online.


If you are successful in your application, your offer of employment will be subject to you meeting our pre-employment checks: Eligibility to work in the UK, basic Criminal Record Check (CRC) & ability to provide suitable references.


Please note this role is being handled by our internal talent team and no agency support is required at this time