Call Centre Inbound Team Leader
Lewes Road, Brighton

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The Rocket Marketing Group is a growing, small-to-medium sized marketing agency based in Brighton that specialises in the creation, management and sales of membership and reward programs.

We are currently seeking a motivated, driven and experienced Team Leader to work within our small Call Centre, heading up our Inbound team. You will be responsible for a team of inbound advisors dealing with retention and customer service calls from members to our established membership programs. As the Team Leader you will be responsible for coaching, developing and mentoring the team to ensure the successful achievement of targets, polices and procedures laid down by the company.

Your role will include:
• Leading, motivating and developing your team to deliver high levels of service whilst ensuring both quality standards and company values are maintained
• Coaching and mentoring your team to deliver the highest levels of service through regular side-by-side coaching, remote monitoring and one-to-one sessions
• Pro-actively managing staff performance issues as and when they arise, resolving disputes whilst ensuring that employees remain motivated to achieve their targets
• Managing and resolving escalated customer issues in a timely manner and in line with the call scripting policy updating electronic records appropriately

You will need:
• A robust knowledge of soft skills and the importance of customer retention
• Solid coaching, mentoring and motivational experience
• To thrive on team leadership and be results-focused as well as quality-driven
• A proven track record within a Call Centre Team Leader capacity
This is a full time position working 40hrs p/w between the hours of 9am - 8pm. Salary is £17,000 pa plus a share of the teams commission.

If you think you have what it takes, we'd love to hear from you. Please email a cover letter along with your CV.

Due to the high volumes of CVs, we will only be in contact with successful applicants.

No agencies please!

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