Customer Engagement Hub Team Leader

By fostering a culture of empathy, collaboration, and continuous improvement, the team leader ensures that every customer interaction is positive, inclusive, and aligned with our service values. The role also involves driving team performance, implementing engagement strategies, and working closely with other departments to enhance the overall customer journey and experience.

**1. Contact Centre Management**
- Lead and oversee the daily operations of the Customer Engagement Contact Centre.
- Ensure timely and effective handling of customer inquiries, complaints, and service requests across all communication channels.
- Monitor contact queues, response times, and service levels to maintain high standards of customer service.

**2. Performance Metrics**
- Define, monitor, and report on key performance indicators (KPI’s) related to customer engagement and contact centre efficiency.
- Analyse performance data to identify trends, gaps, and opportunities for improvement, implementing corrective actions as needed.

**3. Team Leadership**
- Recruit, onboard, and develop a high-performing team of contact centre agents and support staff.
- Provide regular coaching, mentoring, and performance evaluations to support individual growth and team success.

**4. Process Management**
- Manage and review staff attendance, including absence and sickness processes.
- Oversee occupational health (OH) case reviews and support formal HR processes such as investigations and disciplinary actions.

**5. Technology Utilisation**
- Implement and manage contact centre technologies, including CRM and call management systems.
- Ensure effective use of systems to streamline operations, enhance customer interactions, and capture valuable insights.

**6. Customer Engagement Strategies**
- Collaborate with cross-functional teams to design and deliver customer engagement strategies and campaigns.
- Identify and act on opportunities to improve the customer experience through proactive communication and service enhancements.

**7. Reporting and Analysis**
- Produce and interpret reports on contact centre performance, resource utilisation, and customer trends.
- Use data-driven insights to inform decision-making and drive continuous improvement initiatives.

**8. Flexibility and Operational Support**
- Support a 7-day operational model, with flexibility to work outside standard hours during service disruptions or high-demand periods.

**Qualifications and Experience**
- In-depth understanding of customer offerings, services, and internal processes.
- Strong working knowledge of all relevant systems and platforms used within a contact centre environment.
- Active member of professional planning forums, with regular participation in resource and planning webinars and industry events.
- Excellent interpersonal and communication skills, with the ability to engage effectively at all levels of the organisation.
- Demonstrated ability to embrace and lead through change with a proactive and positive mindset.
- Recognised as a role model for delivering outstanding customer experiences.
- Exceptional attention to detail and a commitment to service excellence.
- Proven ability to perform well under pressure in a fast-paced, customer-focused environment.
- Comprehensive knowledge of Eurotunnel operations and service areas.
- Flexibility to work as part of a 7-day operational team, including regular weekend shifts.

For further information, please visit the **UK Visa and Immigration Website**.

Type de contrat / Contract Type: CDI / Permanent