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Webchat Senior Team Member (STM) - London


The Senior Team Member is responsible for supporting their Team Leader in all aspects of the management of their team, whilst still achieving and exceeding their personal targets.

You will be responsible for deputising for the TL and completing their work whenever they are out of the office (sickness, holiday and external meetings). This includes, but is not restricted to: Updating daily stats, reporting to CC Manager, coaching and motivating your team.

In addition to this the STMs will be tasked with a collective project each quarter. This could be anything from measuring employee engagement and putting in a plan of action to improve it or improving lost time in the department, then delivering against the plan.


  • To deliver great sales through service by identifying customer needs.
  • To capture customer feedback consistently and accurately
  • Resolving customer complaints fairly and consistently
  • To deliver and exceed all personal targets and KPIs whilst maintaining compliance and customer satisfaction.
  • Provide constructive feedback to the agents.
  • Be an ambassador for Web Chat.
  • Train staff and new starters through coaching and 121s.
  • Deputise for your or another TL whenever they are out of the office or absent.
  • Excellent people management and relationship building skills
  • Analytical skills – the ability to draw together relevant data and extrapolate key detail
  • Exceptional written and verbal communication skills
  • Excellent organisation skills
  • Experience of working within the utilities and/or financial sectors.
  • Proficiency with all Microsoft Office packages mainly Excel, Word, PowerPoint and Outlook.

Skills required:

  • Able to deal with high levels of customer interaction at a consistently high standard and speed.
  • Excellent written communication skills – accuracy, grammar, tone, spelling and able to articulate conversation via the uSwitch ‘voice’.
  • Proficiency with all Microsoft Office packages mainly Excel, Word, PowerPoint and Outlook.
  • Experience of implementing ideas to improve overall customer satisfaction.
  • A record of dedication and commitment with a desire to succeed and develop.
  • Track record of working within a team environment and being motivated by success.
  • Previous experience in a sales environment – contact centre, retail etc. – is essential
  • Working pattern of 5 days, 37.5 hours over a variety of shifts between 9 AM and 9PM, including weekend work during peak periods.


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