About this role

About This Opportunity

We are looking for an experienced and customer-focused Team Leader to join Karndean's Customer Contact Centre team on a fixed-term contract of up to 12 months.

As Team Leader, you will be responsible for managing and continuously improving team performance and customer service excellence, driving delivery against key performance and sales targets, and contributing to the ongoing success of Karndean's Customer Operations function.

How You Will Contribute

As Contact Centre Team Leader, you will play a key role in delivering a consistently excellent customer experience while driving team performance.

You will

Proactively and effectively plan and monitor the workload for the Contact Centre team to ensure all planned activities are executed as expected.
Work with the guidance of the Customer Operations Manager to implement and regularly review customer service strategies, objectives and plans for peaks in trade.
Maintain daily and monthly reporting across the Contact Centre.
Provide a summary of all payroll-related activities ahead of the HR payroll cut-off, including collation of bonus, overtime and absence on a monthly basis.
Complete HR Return to Work meetings within the team, to ensure we have accurate reporting on absence levels within the teams and highlight and address with HR support any ongoing issues.
Lead and motivate the Contact Centre Team, ensuring that individual team members have clear objectives and development plans and that the necessary training and help is provided in order to meet their objectives.
Maintain and continually review policies, processes and standards, through feedback to ensure all activities undertaken have a service focus.
Plan for and carry out recruitment with the Customer Operations Manager to ensure we have the level of resource available to deliver the agreed levels of customer service throughout the year.
Act as a point of escalation for customer complaints as appropriate, supporting as much as possible the empowerment of the team to deal with complaints.
Build strong working relationships with the External Sales team, enabling effective collaboration and customer support, while developing a team that delivers a consultative sales approach.
With the support of the Customer Operations Manager, continue to build and maintain strong relationships from the Contact Centre with all relevant departments within the business to ensure we are providing our customers with the best possible service from Karndean as a whole.
Ensure we maintain up-to-date, accurate records of all customer interactions in the relevant IT systems.

What Will Make You Successful in This Role

We are looking for a positive and customer-focused leader who can inspire others and bring out the best in their team. To be successful in this role, you will bring:

A passion for delivering outstanding customer service and creating exceptional customer experiences.
The ability to motivate and energise a team of people.
A strong alignment with Karndean's values of People Matter, Pioneering Spirit, Positive Energy and Delivering the Promise.
A collaborative approach and willingness to support colleagues.
A proactive, self-motivated mindset with a drive to succeed.
Strong problem-solving skills and the confidence to make informed decisions.
Excellent communication and interpersonal skills, with the ability to build positive relationships at all levels.
The ability to remain organised, resilient and focused in a fast-paced environment with changing priorities.

Our Values

Our values shape everything we do - from the floors we design to the experiences we create for our customers and colleagues. If you're someone who thrives in a creative, collaborative, and purpose-driven environment, you'll feel right at home here.

Deliver the Promise

behaving with integrity, keeping commitments, and being accountable to customers, colleagues, and partners.

People Matter

valuing individuals, recognising achievement, trusting one another, and making sure employees feel empowered.

Pioneering Spirit

encouraging boldness, innovation, creative thinking- traits that are part of the company's founding.

Positive Energy

bringing enthusiasm, dynamism and a 'can-do' attitude to work every day.

Customer Contact Centre