Customer Service Team Leader

About the Role

Customer Service Team Leader
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 Desired*
You will be offered a generous starting salary of between £31K and £33K  + Benefits
Hours of work: 37.5 hours per week - 8pm till 4pm and 12pm till 8pm Monday to Friday shift patterns

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 Desired.
  • 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.
About You...

To be considered for the Team Leader role, you will have the following skills, qualities, and experience:

  • 2+ Years’ experience in a Contact Centre Team Leader role.
  • Flexibility to work occasional weekends
  • Previous experience in a target driven environment
  • B2C experience preferable
  • Training and quality monitoring experience desired.

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