Summary
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Job Description
Team Leader - Live Chat
Salary: From £28,800 - £35,000 plus a performance related quarterly incentive bonus where you can earn up to an additional 20% of your quarterly earnings
Location: Leeds, Hybrid
A fantastic opportunity to join our growing Live Chat and Collections Team.
Are you an experienced Team Leader with Live Chat experience? We're looking for someone to bring their knowledge and ideas to the team. Are you innovative and passionate? This could be the role for you.
Our mission
Together, we make credit work better for all! Our mission is to help customers on the path to becoming debt free; with a real focus on helping our customers pay off their debts in practical and affordable ways. We do this honestly, ethically and by treating our customers with dignity and respect.
We buy debts from lots of different companies in all kinds of sectors as well as provide collection services for other businesses.
Our focus on sustainability, hybrid working, leadership development and career progression makes working at Lowell a rewarding experience.
But enough about us. Let's talk about your new role with Lowell.
Your mission
As a Team Leader you’ll lead, guide and motivate a team of associates to achieve the right outcome for our customers as well as achieving individual KPI’s and targets.
Communicating openly, you'll also be responsible for coaching and mentoring individual team members, setting, and supporting their personal development plans.
Our Team Leaders are key to the success of the Customer Engagement Centre at Lowell and we are looking for someone with a proven track record in managing high performing teams to join us.
Some of your key responsibilities will be to….
Develop and coach colleagues to deliver fair customer outcomes through side-by-side coaching and training.
Proactively monitor and manage team and department performance against Key Performance Indicators and Service Level Agreements.
Conduct 121s, and actively encourage personal development.
Analyse and act on team statistical data outputs.
Champion clear communication by cascading company messages, checking for understanding and actively providing feedback to the Customer Contact Centre Manager.
Lead by example – be an advocate of the Lowell Behaviours, actively working within the ethos they set and encouraging your team to work to the same standard.
To join us, you’ll need…
Proven experience of managing a webchat or multiple workstream team (essential)
Demonstrable experience of managing high performing teams.
Experience of working within an FCA regulated environment (advantageous)
Strong verbal and written communication skills.
Good organisational, time management and details skills.
Ability to develop employees through motivation, leadership, coaching and training.
Ability to effectively work with a variety of people from diverse backgrounds.
Problem Solving and Decision Making
Ability to make, fair, consistent, and objective judgments.
A mission that gives back…
You’ll also have lots of opportunities to make an impact on your personal development. We have a big focus on helping our colleagues develop their careers and grow with us, together. Everyone can help us make a difference here. So, whatever your culture, gender identity, religion, ethnicity, age, neurodiversity, or disability status, if you’re ready to help us make credit work better from all, we think you’ll fit right in.
Our people are our strength, so we build strong teams thriving with diverse voices, and offer benefits that can keep our people strong.
That means…
A discretionary annual bonus for a job well done
3% flexible benefits; pick additional benefits or take as cash each month. Whether this is extra holiday or dental cover there will be something for you.
We are committed to a hybrid working environment, where we will ask you to work in our Leeds office once per week (LS10), which has the benefit of free parking and the rest of the time you’d be working from home, fully equipped with everything you’ll need to be successful.
28 days holiday plus public holidays with option to purchase up to an additional 5 days
Life assurance & Group income protection
A fantastic culture with more little perks along the way including, self-development opportunities, recognition awards and on-site gym facilities.
Wellbeing support and a programme of webinars and classes geared towards mindfulness.
Job security
Ready to share in that mission?
Our people are our greatest asset. That means part of our mission is building a workplace where you can grow with us, and help us go on to make a difference, together.
Together, we go further - and it starts with you. So if you’re interested in adding your voice to our fantastic team of people, take the first step and apply today…