Careers at Gemporia

Gemporia is an employee-owned business that sources gemstones across the globe, from the richest of Rubies and most sumptuous of Sapphires to the brightest of Diamonds.

Our purpose is to help people tell their story so they enrich the lives of themselves and others.

We became majority employee owned in 2017, so there has never been a better time to join us.

Gemporia welcomes applications for employment from all sections of the community, irrespective of age, gender, marital status, disability, ethnicity, religion or sexuality and our interim statement on training, equality and diversity is available here. Our Gender Pay Gap Report is available here.

Team Leader - Contact Centre

Location: Redditch, Worcestershire, B98
Job type: Permanent Full Time
Salary: Competitive

Closing Date: Friday, 15 December 2023

Assist the Head of Contact Centre with continuous process improvement within the Contact Centre. Responsible for effective leadership and development of up to 15 Customer Service Advisors.

Duties:

Schedule Adherence

  • Ensure CSA adherence to schedule (shift patterns and breaks).
  • Ensure 1-2-1s and Team Meetings are scheduled and completed.
  • Ensure Contact Centre rota is updated with any changes as required.

  • People experience

  • Assist Head of Contact Centre with employee engagement by highlighting potential activities that would maintain CSA interest in the business.

  • Assist CSA learning and development through “on the job” coaching.
  • Highlight and resolve any CSA performance concerns through the monthly one to one process.
  • Highlight any CSA training needs through the monthly one to one process.

  • Processes

  • Support the implementation of any new products and services within the CC.

  • Ensure adherence to policies: Absence, late policy, code of conduct etc.
  • Annual DSEs completed for all CSAs
  • Ensure administration work types within the Contact Centre are dealt with daily.

  • Technology

  • Identify and help drive system (Amber and Sapphire) improvements that are both beneficial to business cost and customer service enhancement.

  • Identify and assist with any telephony enhancements required.

Customer experience

  • Escalate unresolved customer concerns or operational issues to the Head of Contact Centre.
  • Assist CSAs with customer complaint resolution when required.
  • Regularly review outputs of quality monitoring forms and scoring mechanism to ensure consistent customer service.
  • Take customer calls as required.

Management information

  • Report any shift issues to the Head of Contact Centre and capture shift information on daily handovers.

Working 7 day fortnight (which includes weekends) 7.30am to 4.30pm.

How To Apply

If you are interested in applying, please send your covering letter and up to date CV to Penny Donnan – HR & Recruitment Administrator at [email protected].