Customer Service & Experience Team Leader

Your Opportunity, Your Team

We’re looking for an engaging, motivated & friendly Team Leader for our Contact Centre team. At QVC everyone is encouraged to be the best version of themselves, be fun, be professional, be effective – but be you. This is a fantastic opportunity to learn and develop new skills including leadership development, coaching, and quality. Led by our Customer Service & Experience Operations Managers, you will lead, coach, and develop an existing team - setting direction, being accountable for achieving business goals, whilst always delivering a Great Customer Experience and creating a Great Place to Work.

UK816

Where You'll Work

• This role is hybrid and will require you to work from our Knowsley site four days per week.

What You'll Do

• Leadership, development, motivation and coaching of your Team – it would be expected that you build lasting relationships with your team members to create an engaged and productive working environment.
• Delivering on Key KPI (Key Performance Indicators) Objectives, Quality, AHT (Average Handling Time), Aux, and Occupancy to manage cost and efficiencies.
• Demonstrating strong Business acumen and consistently have an awareness of the wider Business perspective and how each team’s and individual’s performance supports the overall performance of Contact Centre. Take appropriate actions to support the Duty Manager in pursuit of the wider goals.
• Participating in key projects to drive progress.
• Ensuring failure triggers action utilising company policy as appropriate, i.e., performance management, sick absence management etc. Build effective relationships and seek advice as appropriate but be prepared to be brave and own your own outcomes.

What You'll Bring

We feel that to be truly great in this role you will have Contact Centre leadership experience and wish to continue developing both personally and professionally. You will be a brilliant coach with strong communication skills. You will have experience of Microsoft Office Applications.

Shift Pattern

Full Time 37.5 hours per week over 5 days. Availability required Monday-Sunday between the hours of 16:00 - 02:00 am.

Disability Confident Scheme

QVC UK is a Disability Confident Leader, level 3 accredited employer and operates a Disability Confident Scheme (“DCS”). For any UK based roles, if you’d like to be considered under this scheme, please indicate this on the application form.

Total Rewards

Our Total Rewards package includes benefits you’ll love such as competitive compensation, paid time off, an employee assistance program, parental leave, paid volunteer hours, and amazing company discounts! In our US market, you can also expect health care benefits starting on day 1, 401(k), and tuition reimbursement benefits.

Equal Opportunity & Inclusion

QVC Group is committed to inclusion and belonging for all and ensuring that our workplace provides equal employment opportunities for all team members and candidates and complies with all applicable federal, state, and local laws and regulations. As an equal opportunity employer, QVC Group is committed to a barrier‑free employment process. If you need reasonable accommodations/support throughout, please contact us at workwithus@qvcgrp.com for assistance.

Salary Guidance

If provided, salary ranges are a general guideline only, and actual salaries will vary and are based on factors such as a candidate's qualifications, skills, experience, and geographic location as well as business and market conditions.

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