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Customer Care Team Leader

3 months ago

Newbury, West Berkshire, United Kingdom Global Freight Solutions Full time

Main areas of responsibility:

  • Lead and motivate team members towards best performance for the customer and the business.
  • Work in collaboration with team leaders and senior advisors ensuring all daytoday duties and responsibilities are completed in a timely manner.
  • Ensure all enquiries are dealt with efficiently and escalations and complaints are dealt with promptly and in a professional manner.
  • Support and assist team members to meet their KPI targets.
  • Analyse daily team reporting and statistics on SLA's and KPI's.
  • Look for continuous ways of improving performance within the customer care team.
  • Maintain daily reports on staff attendance, holidays and absence.
  • Help and develop a culture of high performance across the customer care team.
  • Encourage and motivate colleagues with support on difficult situations.
  • Identifying areas of improvements within the team considering the processes and communication with carrier partners.
  • Complete regular 121's with customer care team members.
  • Complete annual appraisals and objective setting.
  • Conduct regular quality checks for customer care advisors' performance and feedback as part of the monthly 121's.
  • Work closely with the Customer Care Manager to identify training and development requirements for the team.
  • Carry out basic training needs
  • All other reasonable requirements as specified by Senior management.

Education and Experience

_Essential:
_

  • Passionate about understanding and improving the customer experience to drive proactive productivity.
  • Ability to see both the big picture and smallest detail.
  • Excellent leadership skills.
  • Strong ability to impact and influence.
  • Excellent communication skills.
  • Ability to work under pressure.
  • Attention to detail.
  • Inspirational, effective, and approachable.
  • Good people skills.
  • Good level of English and Maths.


 Strong IT Skills
  • Microsoft office.
  • Adept in use of IT systems.

_Personal:
_

  • Self
  • Motivated with an ambition to succeed.
  • Confident, resilient, and reliable.
  • Excellent interpersonal understanding and excellent communication skills.
  • Listens to and values the opinions of others.
  • High level of integrity, trust and respect.
  • Good time management skills and well organised.
  • Ability to make decisions.
  • Good problemsolving skills.
  • Adaptable and flexible with a positive 'can do' approach.
  • Challenge's assumptions and encourages change.
  • Gains respect and trust.
  • Reliable.
  • Drives high standards.