We are looking for a self-motivated Telephony Operations Team Leader to join our existing team and help drive service excellence in our contact centre at Trafford Park. Reporting directly to the Operations Manager, you will manage, coach, motivate, and develop your team to ensure exceptional service delivery to both internal and external customers. You will be instrumental in nurturing a culture of continuous improvement and ensuring high-quality standards are maintained at all times.Key Responsibilities:Lead, motivate, and manage the team through regular coaching, development, and timely feedbackEnsure all SLA's are met and adhered toEmbed the right customer service culture within the team, driving the quality of service delivery, reflecting our high standardsManage internal and external customer relationships, addressing challenges and complaints in a proactive and professional mannerDrive the quality of orders raised to reduce invoice queries and improve order accuracyMaximise

available revenue while maintaining acceptable hire rates through proactive and reactive sellingContinuously develop internal processes to ensure that all customer expectations are metUnderstand customer needs and market demands to provide tailored solutionsConduct regular 1:1 sessions with team members, agreeing SMART objectives and targetsOversee performance and absence management processes management processes, ensuring they are executed effectivelySupport the recruitment process to ensure we hire the right people for the teamThe Ideal Candidate:Proven experience in a contact centre leadership or supervisory role - EssentialStrong understanding of customer service and operational excellenceAbility to lead, coach, and motivate a team to achieve performance goalsExcellent communication skills, with the ability to prepare and deliver presentationsAbility to manage customer relationships and resolve issues effectivelyStrong organisational and time-management skillsExperience in
performance and absence managementAbility to analyse and optimise operational processes for efficiencyProficiency in using relevant software and systems for managing orders, performance, and reportingExperience of using Zendesk - DesirableExperience of Tool Hire - DesirableWhat We Can Offer You:Competitive salarySalary sacrifice pension25 days annual leave FTE, plus bank holidaysFree Tool HireLife Assurance cover 3x salaryShare save schemeEye care vouchersRecommend a friend schemeLearning & Development - commitment to upskilling and developing our people, structured in house training available alongside external training where requiredCycle to work schemeLong service recognitionMy Vp discounts - a variety of discounts and rewards on thousands of well-known brandsDiscounts on HP productsEE mobile contract discount offersGym discountsHealth Shield (discounted premiums on health care cash plan)Regit Assist 24/7 accident helpline - free joiningA Little Bit About Us:Brandon Hire Station
is the leading provider of tool and equipment hire in the UK.Our commitment to exceptional customer support services is unmatched in the industry.We guarantee timely delivery of our tools and equipment through our branded vehicles and FORS accredited drivers.Plus, with our 'Everyday Product Hire Guarantee', you can trust that our most hired products are always available at every branch, every day, collected or delivered throughout the UK.At Brandon Hire Station, we're actively looking for passionate individuals to join our team.We're committed to providing the highest level of service to our customers and we're always on the lookout for like-minded professionals who share our dedication to excellence.If you're interested in working for a company that's committed to providing exceptional customer support services, we invite you to apply for a position with Brandon Hire Station today.Vp plc is an equal opportunities employer. We believe passionately that employing a
diverse workforce is central to our success. We make recruiting decisions based on your experience and skills.