Job description

Job description

  • Department:
    Customer Contact Centre
  • City:
  • Job Type:
    Full Time
  • Number of Hours:
  • Closing Date:
    8 July 2022
  • Contract Type:
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Contact Centre Team Leader (17347)


Job Type: Permanent

Location: Remote / Nuneaton, Warwickshire

Hours: 37.5hrs

Salary: Β£Industry Competitive + Company benefits

At Holland & Barrett (H&B) we want to empower everyone to live healthier, happier lives.  With over 145 years of experience in the industry, we are an internationally trusted brand and the largest health & wellness retailer in Europe.  Our ambition is to become the world's most trusted wellness partner, chosen by over 100 million people globally. 

The Role:

The core purpose of this role is to develop, train, motivate and the day-to-day management of a team of Contact Centre Advisors.

  • Deliver the highest standards of service to customers. Ensuring the department is adequately resourced to meet agreed service levels.
  • Ensure that the team achieves the required performance targets and standards. Monitoring and reporting progress and performance.
  • Handle and successfully resolve escalated customer issues.
  • Develop and maintain a thorough and up to date working knowledge of working processes and procedures for dealing with customer enquiries.
  • 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.
  • Develop and maintain effective relationships with colleagues both within the department and the wider business.
The Person:
  • Track record of success leading a team in a customer service/contact centre role
  • Experience of analysing & interpreting data to effectively manage staff & performance
  • Remain calm in pressurised circumstances and make good quality decisions quickly
  • 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 platform
We offer:

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

🀝 Career progression

πŸ” Pension company contribution 

✈️ Your wellbeing is paramount so you can get away and take 28 Days Holiday per year

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

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

πŸ’° 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. 

πŸ™‹πŸ½ 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.

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

πŸ‘ And many more!

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