Customer Services/Contact Center Team Leader - Bodhi Resourcing : Job Details

Customer Services/Contact Center Team Leader

Bodhi Resourcing

Job Location : Surrey, UK

Posted on : 13/08/2024 - Valid Till : 24/09/2024

Job Description :

Company

My client is a rapidly expanding legal firm that has built a platform that allows solicitors to choose the work they take on and improve the quality of their working life. They have huge plans to grow to over 1000 solicitors and looking to IPO in 3-5 years and well on their way to meet these targets and it is an exciting time to join them on their journey.

Role

They are looking for a Team Leader for their Customer Services/sales team that take inbound enquires(phone calls, emails etc) from potential customers wanting legal services - litigation, wills, conveyancing etc and converting them into a client. You will report into the Sales Manager and help manage a team of 8. You will also be hands on speaking to new callers and be able to deal professionally and sensitively with their enquiry. You will need to demonstrate an ability to question effectively and listen closely to assess how to best match clients’ needs with the appropriate services available.

Responsibilities (not limited to)

  • To assist the Sales Manager in supervising the growing team;
  • To provide cover when the Sales Manager is in meetings/working remotely/on leave;
  • To assist with the design and facilitation of sales training for the team;
  • Monitor our sales performance metrics;
  • Pro-actively problem solve and share ideas on how we can innovate and improve our team performance;
  • To provide clients with a first point of contact, creating confidence in the company by ensuring the highest standard of courtesy and efficiency in customer service;
  • To answer a high volume of incoming calls from clients and record information gathered during these calls on our system;
  • To build and develop an excellent rapport with our customers and internal departments;
  • To demonstrate a confident approach when handling multiple calls even under duress;

    • Skills and Abilities

  • Experience working in a sales team in a mid - senior capacity is essential;
  • Some management experience is desirable but not essential;
  • Excellent communication skills to interact with diverse callers in a sensitive, empathetic and professional manner at all times;
  • An excellent telephone manner with clear verbal communication;
  • Positive attitude with high energy;
  • Ability to produce accurate, relevant and comprehensive notes;
  • Excellent attention to detail;
  • Ability to remain calm under pressure;
  • Ability to use Microsoft Office effectively;
  • Experience in using Microsoft Dynamics is desirable but not essential;

    • Basic salary upto £45,000 plus bonus/commission and excellent benefits.

    Salary : 35000 - 45000

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