Job description

Job description

  • Division:
    Retail & Property
  • City:
  • Country:
  • Job Type:
    Full Time
  • Number of Hours:
  • Contract Type:
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Contact Centre Team Leader (20447)


It's a really exciting time to be at Holland & Barrett. We are investing across all areas of our business with a vision of empowering our customers to live happier, healthier lives. Our mission is to be the leading player in global wellness chosen by millions as their trusted partner for personalised wellness journeys. To achieve this goal, we are embarking on a radical transformation. We are recruiting top talent in all areas of our business, from Finance to Digital Marketing, from HR to IT, as well as new functions around Health and Wellness.

The Role:

The purpose of this role is to join our Contact Centre, based in Nuneaton (a minimum of 2 days in the office) as a Contact Centre Team Leader.

To develop, train, motivate and the day to day management of a team of Contact Centre Advisors within the Contact Centre dealing with customer enquiries and complaints to agreed performance standards.

  • Support, development and coordinate the day to day work of a team of contact centre advisors to deliver the highest standards of service to customers. Ensuring the department is adequately resourced to meet agreed service levels.
  • Ensure that the team of contact centre advisors achieve the required performance targets and standards. Monitoring and reporting progress and performance. Provide feedback and take appropriate corrective action when issues are identified.
  • Motivate, develop, coach, train, induct and formally appraise employees to set performance standards, recognise achievement and effectively deal with performance issues.
  • Handle and successfully resolve escalated customer complaints.
  • Develop and maintain a thorough and up to date working knowledge of working processes and procedures for dealing with customer enquiries.
  • Monitor, track and analyse complaints making recommendations on trends and improvements that will reduce volume and patterns of complaints and improve quality of service.
  • Develop and maintain a thorough knowledge of our products and their benefits to our customers.
  • Challenge current methods of service delivery and identify, recommend and help implement improvements. Keep up to date with customer services best practice to improve customer satisfaction and reduce costs.
  • Develop and maintain effective relationships with colleagues both within the department and the wider business.
The Person:
  • Track record of success working in a customer service/contact centre role
  • Experience of managing a team
  • Experience of analysing & interpreting data to effectively manage staff & performance
  • Able to lead, motivate & develop a team, give clear direction & feedback in order to improve performance
  • Able to remain calm in pressurised circumstances and able to deal with difficult situations
  • An ability to assimilate information quickly, clarify situations & find imaginative solutions to resolve customer issues
  • Ability to negotiate & influence others
  • Displays empathy & a customer centric approach
  • Computer literate
  • Knowledge and understanding of contact centre technology platforms
We offer:

📚 Learning and Development opportunity with Holland & Barrett is a great base for career development long term.

🤝 Career progression

🔝 Pension company contribution 

✈️ Your wellbeing is paramount so you can get away and take 28 or 33 Days Holiday per year (depending on role level)

💷 Refer and Earn Scheme - as we're growing you can earn money by referring people to join us from your network.

👜 Epic Extras gives you access to exclusive benefits, free advice and savings from a range of retailers and providers.

💰 Stay healthy with Discounted Products - from day one you'll get a 25% discount (on top of other promotions) when you shop at H&B on anything that you buy. 

🙋🏽 We all need a little help sometimes, so we offer Free 24/7 Confidential Advice & Colleague Welfare.

🧠 Mental Health First Aiders - we have lots of qualified Mental Health First Aiders because its all about your health & wellbeing.

👑 We have colleague Reward and Recognition Schemes, so your hard work and loyalty won't go unnoticed.

👏 And many more!

The Company

Holland & Barrett is one of the nation's most loved and trusted brands, known for offering quality health food, vitamins and supplements all sold by highly trained and qualified advisors.

Bucking the current trend of high street retailers, we forecast significant growth and expansion plans in the coming years, with considerable investment going into all areas of the business. We certainly embrace change and drive speed in everything we do. Every day presents a different challenge, but every day is also filled with fun, teamwork and passion to succeed and surpass every expectation.

Join us and see how far you can go…

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Nuneaton Head Office - Samuel Ryder House
7 Barling Way, Nuneaton, Warwickshire, United Kingdom, CV10 7RH
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