Contact Centre Team Leader in Bradford

This is a full time, permanent role which will be hybrid based at our Head Office in Bradford, with homeworking available on certain shifts. 

The Home Delivery Contact Centre team is responsible for delivering outstanding service to customers who contact us about their home delivery shopping experience. 

As a Team Leader you will be accountable for the wellbeing, ongoing development and management of a large team of Customer Service Assistants to provide our customers with excellent service at all times. 

You will also be responsible for driving improvements and delivering to service levels.

You should have experience of establishing and developing relationships with customers and key stakeholders. There is never a dull moment in our high energy, fast paced centre, and you will be liaising with suppliers, stores, and colleagues across the wider business every day.

Applicants should be flexible in availability. We are a 7 day operation with operating hours of 6:30am - 23:00. We work on a rotational basis, with a good balance of core hours as well as rotational weekends and evenings. 

Role Responsibilities (this list is not exhaustive);

• Lead, manage and develop a team of contact centre assistants 

• Lead and manage your team to deliver against service levels agreements across all channels

• Work with peers and project leads to to continually improve how we serve our customers in the most efficient and customer friendly way possible 

• Provide 1:1 discussions with your team covering the “what” and the “how”

• Manage performance and attendance issues

• Multi- task, prioritise own and staff workloads according to business requirements 

• Work as a team and demonstrate role model behaviour

• Assist our stores with work orders and take ownership and work together to ensure our customer is happy

• Work closely with your team members – sharing great experiences, knowledge and respect

Key Requirements

• An inspirational leader who puts their people and customers at the heart of everything they do. 

• Experience of contact centre recruitment and training processes 

• It would be advantageous to hold resource planning skills

• Patient and personable with an excellent, clear and concise telephone manner   

• Organised and flexible in approach

• Reporting skills - we use Google Suite

• You’ll have permanent access to a quiet work environment with high-speed broadband connectivity 

• Applicants should reside within a short commute of the Bradford office (maximum 40 minutes) 

• It is essential that you have a minimum of 2+ years in a substantive Team Leader position in a contact centre environment. 

Marketing is a fast-paced, high energy function that drives sales by putting the customer at the heart of everything we do. The marketing team are our brand champions, making sure we give customers what they want, at prices they like, and delivering an experience that's always unmistakably Morrisons. The team pioneers and delivers industry-leading work in a collaborative and friendly environment with a forward-thinking, people-focused culture. Work is always challenging, frequently fun, and the career prospects are exciting.

Our aim to offer more of what matters extends to our employees too. Join us and you can expect to enjoy great career prospects and a very competitive pay and benefits package. In addition to an attractive salary, we offer a discount card for you plus two more for friends or family members giving you 10% off your shopping in Morrisons. We also offer company share options, a highly competitive pension scheme, Life Assurance and more besides.

We are an equal opportunities employer and welcome applications from all sections of the community.