Classifications
Student Recruitment Team Leader - Birmingham
We are looking for a Student Recruitment Team Leader to join our dynamic and fast growing team at our Birmingham campus. We are looking for an ambitious and highly motivated individual with a strong team leader / supervisor background in sales. Contact centre experience is preferred but not essential.
The Student Recruitment Team is a contact centre based on campus, which reaches out to prospective students (warm leads) to support them with the initial application process through to enrolment. Our aim is to provide first rate customer service to all applicants starting their journey into Higher Education with us and to ensure a smooth transition into the start of their studies.
Your role will support the Student Recruitment Manager with operational activities of the team, coaching team members in sales and customer service techniques and liaising with management at all levels. You will be someone who wants the best for your team and always aims to bring out the best in people
Main Responsibilities
- Day to day management of team and individuals in it, including performance, SLAs and absence management
- Monitor calls to ensure that due procedures and quality standards are strictly adhered too
- Ensuring KPI’S are achieved through effective control, monitoring, and review.
- Carry out regular PDP’s/121’s, developing a culture where training and development is given the utmost importance; identifying actions and working with advisors to ensure their skills and knowledge are developed effectively.
- Resolve escalations in a professional manner.
- Creating an inspiring and engaging team environment with an open communication culture
- Be people focused and passionate about developing your team
- Experience across all contact centre channels including inbound and outbound telephony, social media, webchat and email
- Keep up with trends and happenings in the industry and ensuring adherence to industry standards.
- Staying in touch with operational processes by taking on front line duties
Requirements
- A proven track record of success in sales or telesales.
- Experience of managing or supervising a team, preferably in a call centre environment.
- Excellent interpersonal skills to be able to deal with people at all levels.
- The ability to work in a fast-paced environment.
- Excellent problem-solving and management skills.
- Solid understanding of key performance metrics and performance management techniques
- Being able to work independently as well as within a team.
- Flexible and happy to work shift patterns as per business requirement.
- Knowledge of employee wellbeing/welfare best practice is desired.
- A positive attitude, encouraging and supporting others.
- Previous customer service experience in a professional environment
- Decision making and problem-solving skills
- Excellent planning and organizational skills
Other Information
GBS is a dynamic and fast growing Higher Education provider with campuses across the UK. We are a vibrant and diverse family of committed staff bringing life-changing learning to a wider range of communities.
We take an inclusive approach to recruiting students, with an aim to widening access to higher education among groups currently under-represented in the sector.
We believe that education is transformational and can make a fundamental difference to the individuals and communities we serve.
If you're looking to make a real difference with your next career move, why not join us.