Customer Service team leader

About the Role

About the Role

The successful candidate will be responsible for leading a team of advisors who are responsible for coordinating, at the highest standard and delivering customer excellence.
You will need to motivate and manage the end-to-end performance of the team, exceeding Customer expectations at every opportunity and ensuring success. You must be a strong promoter of the operational performance of Services internally and actively collaborate with other operational leads to achieve solutions.

*Utilities experience essential*

Key Responsibilities -

  • Mobilising the team effectively to achieve high standards and results.
  • Monitor team performance throughout the day and take actions to ensure targets are achieved.
  • Coaching performance and identifying training needs
  • Service delivery of Key Performance Indicators
  • Completing Return to Works and absence
  • Completing regular 1-2-1’s and feedback with your team members
  • Ensuring team adhere to all policy and instructions.
  • Understand and communicate key messages effectively to team members.
Required Skills and Experience
  • Call Centre Team Leader experience essential
  • Utilities experience is essential.
  • Experience of managing a team of advisors within a call centre environment.
  • Ability to demonstrate positive and pro-active traits, and willingness to take reasonable risks.
  • Ability to prioritise work, remain calm under pressure and have good decision-making abilities.

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