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Assistant Team Leader
Assistant Team Leader - Contact Centre Operations. 12 Month Fixed Term Contract
Full-Time: 37.5 Hours per Week
Working hours: Monday to Friday, between 8:00 AM and 5:30 PM based at our Head Office in Cheltenham
Base salary up to £30k, depending on skills and experience, plus a fantastic benefits package including free parking, a competitive pension scheme, paid volunteering days, a subsidised onsite deli, and more.
Designing award-winning products for our market-leading brands - Mira Showers and Rada - is our lifeblood. We focus on investment, investing in the best technology and resources available and investing in each and every individual. Put simply, it's who we are. Whether you arrive at our factories in Cheltenham or Hull, have a visit from a Service Engineer or pick up the phone to our Customer Service team, you'll instantly see that, no matter our department or location, we all share the same values at Kohler Mira.
From day one you're part of the Kohler Mira community - a collaborative, forward focused team with a shared pride in our work and commitment to delight our customers, develop innovative products and services and inspire our people (who knew a bathroom manufacturing company did all this?!)
But, to get to where we want to be, we are looking for an Assistant Team Leader to join our awarding winning Team on a 12 month fixed term contract. Find out more below!
The Assistant Team Leader - Contact Centre Operations supports the day-to-day running of the Customer Contact Centre. Playing a key part in supporting Team Leaders, acting as a first point of contact for operational queries, coaching needs and customer escalations across the wider department.
You will work closely with Team Leaders and the Customer Service Management Team to ensure a unified approach to service delivery, colleague development, and operational consistency. You will deputise for Team Leaders when required, manage day to day operations within the contact centre, and help drive customer satisfaction through proactive problem-solving and high-quality support.
In this role you will be expected to work a 37.5 hour week shift system, providing cover between Monday and Friday, including being part of the Team Leader Rota to support the wider team on site at the start and end of the day.
Basic Function
- Deliver coaching and development support across the department, including for new starters, colleagues in probation, and individuals requiring additional support.
- Deputise for Team Leaders when required, including leading team meetings and contributing to team communication updates.
- Provide floor support to CSRs, acting as an escalation point for queries, system issues and immediate customer needs.
- Support customer escalations, ensuring timely, professional, and effective resolution and monitoring shared/team leader inboxes as required.
- Assist in driving performance improvement initiatives across the wider contact centre.
- Participate in quality assessments of calls and emails, providing constructive feedback that supports continuous improvement.
- Contribute to recruitment activities when needed, helping select candidates who align with our service standards.
- Support the rollout of process changes and operational initiatives by ensuring strong communication and helping colleagues adapt effectively.
- Work collaboratively with internal stakeholders including Planning, Field Service, Technical Support, IT and Marketing to resolve operational issues or share insight.
- Review and support approval of holiday requests, overtime planning and resource management, escalating to a Team Leader where required.
- Assist in monitoring overall performance indicators (quality, productivity, adherence etc.), feeding insights to Team Leaders but without direct responsibility for performance management.
- Uphold high standards of customer service, modelling expected behaviours and acting as a role model across the department.
Skills/Requirements
- Experience within Kohler Mira Customer Service or a contact centre environment.
- Strong customer service skills with the ability to remain calm, professional and solutions-focused under pressure.
- Ability to coach and motivate others without direct line authority.
- Confident decision-maker, able to escalate appropriately and support others in making good judgements.
- Strong verbal and written communication skills.
- Strong organisational skills, able to manage multiple priorities and support the smooth running of the Contact Centre.
- Computer literacy: Microsoft Outlook, Word and Excel at a basic level (Salesforce experience beneficial).
- Analytical ability to interpret performance information and highlight insights or concerns.
- Knowledge of Kohler Mira UK product range would be beneficial but not essential.
We can offer you a lot in return!
We empower each associate to #BecomeMoreAtKohler with a competitive total rewards package to support your health and wellbeing, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation. With a genuine commitment to creating better tomorrows, we're driving meaningful change in our mission to help people live gracious, healthy, and sustainable lives.
About Us
In the UK, Kohler Mira Ltd. is made up of three market leading brands: Mira Showers, Rada Controls, and Recoup Where our brands differ in market position, they are equal in their commitment to design, innovation, and providing a single level of quality regardless of price.
Kohler Mira is committed to diversity and inclusion to drive our business results and create a better future every day for our diverse associates, consumers, partners, and global communities. As an equal opportunities employer, it is Kohler Mira's policy to recruit, hire, and promote qualified people in all job classifications without prejudice. If, as an individual with a disability, you require adjustments during the recruitment process, please contact .
Note for Recruitment Agencies: The Kohler Talent Acquisition team is responsible for managing all current vacancies through direct hiring and referrals wherever possible. We do work with recruitment agencies, and where we require external support, we will formally release those vacancies to the agencies on our Preferred Supplier List deemed best placed to assist us. Speculative CVs sent by any agency to Kohler Co. without a specific request by our Talent Acquisition Team will not be accepted and with no introduction fee applicable.
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