Two contact employees

Team Leaders

TEAMWORK MAKES THE DREAM WORK.

TAKING TEAMS TO THE NEXT LEVEL

Our Contact Centres are full of talented teams of people who work hard to provide our customers with an unbeatable service. And setting their direction and getting them ready to hit some tough targets is down to our Team Leaders. Taking their teams to the next level, our Team Leaders have the kind of strong leadership skills that inspire great performance. And whilst managing and motivating teams in an environment as fast-paced and lively as ours isn’t always straightforward, it’s definitely rewarding.  

Keeping spirits up and negativity down, they coach teams as they help customers understand their bills, resolve issues and sell in the upgrade option that’s right for them. Passionate and enthusiastic, they inspire teams to perform, help them make the most of their strengths and create a really great place to work. Because to get us to the top spot for service means giving our customers the very best experience, time after time. 

And when they’re not showing new joiners the ropes or looking for ways to boost their team’s performance, they’re always happy to pull on a headset and expertly deal with escalated calls and really lead by example. We’re always looking for people with the confidence, passion and enthusiasm that rubs off on others to join us and help our teams deliver a super service that can’t be matched.  

Top Team Leader Techniques

Get an insight into how our Team Leaders work their magic and find out why they find their roles so rewarding. 

At the beginning of 2015, I was managing a team who were in their probation period. At the time, they were the lowest performing team for customer loyalty in their area. So over the next three months I spent one hour a week doing side-by-side call listening with each team member. I also set them mini challenges, encouraging them to use positive language to transform the way they interacted with customers. As they were a young team, I used the fact that they were mobile savvy to get them to buy in to the benefits of EE, and this was reflected in how they spoke about the network on future calls – improving customer loyalty and helping us to hit our team targets.

I introduced a pilot scheme with my team, allowing them to take their breaks as and when they needed them as long as they did not exceed their daily amount. Sometimes it’s helpful to take some time out after a call to consider how it was handled and prepare for the next. During this time my team worked more efficiently and were more engaged, which reflected in how our customers scored us and led to an increase in customer satisfaction within a very short space of time. 

Benefits

We want to recognise and reward the great work you do in a way that suits you best. 

So we offer a competitive salary with a bonus/commission plan and 25 days' holiday a year. That’s not all, from day one we’ll give you 75% discount on your personal EE mobile phone package and 30% Friends and Family discount, as well as discounted broadband and EE TV packages.

Plus there are lots of flexible benefits you can choose from too – from childcare vouchers for working parents, to travel insurance for jet-setters. All the options are designed to help you put together a package that’s perfect for you.

  • Dental cover
  • Critical illness cover
  • Life assurance
  • Travel insurance
  • Healthcare options
  • Childcare vouchers
  • Cycle2work scheme

Application Process

Our recruitment process

A quick guide to joining us in our Contact Centres.

Click the arrows to step through our recruitment process.

Step 1

Apply online

Fill in our online application form and send it back to us.

If we like what we see in your initial application, we'll send you a link to our online assessment.

Step 2

Online assessment

Our online assessment consists of 12-15 scenario-based questions and 72 personality-based questions. Which sounds a lot but shouldn't take more than half an hour or so to complete.

If you pass this stage, we'll then be in touch to arrange a phone interview.

Step 3

Phone interview

At an agreed time, one of our recruitment team will call you for a short telephone interview.

Step 4

Assessment Centre

Here you’ll meet one of our operations managers for an in-depth assessment.

Unfortunately, we won't be able to tell you on the day whether or not you've got the job. But we'll let you know as soon as we can, and if you're successful, we'll call to make you a formal offer and agree a start date.

Step 5

Final steps

If we do offer you the job, keep an eye on your inbox for an email with your contract. Have a little read, make sure you're happy and send us your acceptance as soon as you can.

Along with your offer, you’ll also be asked to fill out some forms to allow us to start your references and background screening. Again, please make sure you get these back to us as soon as you can. Then just sit back and relax while we get everything ready for your first day.

Our recruitment process

A quick guide to joining us in our Contact Centres.

Click the arrows to step through our recruitment process.

Step 1

Apply online

Fill in our online application form and send it back to us.

If we like what we see in your initial application, we'll send you a link to our online assessment.

Step 2

Online assessment

Our online assessment consists of 12-15 scenario-based questions and 72 personality-based questions. Which sounds a lot but shouldn't take more than half an hour or so to complete.

If you pass this stage, we'll then be in touch to arrange a phone interview.

Step 3

Phone interview

At an agreed time, one of our recruitment team will call you for a short telephone interview.

Step 4

Assessment Centre

Here you’ll meet one of our operations managers for an in-depth assessment.

Unfortunately, we won't be able to tell you on the day whether or not you've got the job. But we'll let you know as soon as we can, and if you're successful, we'll call to make you a formal offer and agree a start date.

Step 5

Final steps

If we do offer you the job, keep an eye on your inbox for an email with your contract. Have a little read, make sure you're happy and send us your acceptance as soon as you can.

Along with your offer, you’ll also be asked to fill out some forms to allow us to start your references and background screening. Again, please make sure you get these back to us as soon as you can. Then just sit back and relax while we get everything ready for your first day.

Apply now

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