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CSC Team Lead

4 months ago

Douglas Isle of Man, United Kingdom Orchard Recruitment Ltd Full time
Our Client are a leading communications brand with an outstanding reputation for customer service and value commitment. An opportunity has now arisen for a Team Lead within their Customer Support Centre.
As CSC Team Lead your role will be to support the Customer Support Centre (CSC) Manager in the efficient and effective running of the team. Responsibilities will include:
* Assist the management team with floor management, delivering training, conducting 121's and offering regular constructive feedback and coaching, playing an active role in team development
* Be a role model and lead by example, handling customer enquiries through telephone calls, webforms and email
* Champion service quality, understanding business expectations and monitoring the delivery of service against team KPIs and standards.
* Be the first point of escalation for complex customer queries and complaints
* Provide the first point of contact for all CSC agents requiring help or assistance; proactively support agents with real-time queries or issues in relation to customer contacts
* Work in conjunction with the CSC management team to identify and deliver feedback and training to improve customer experience and develop team skills
* Primarily responsible for arranging and supporting recruit training and induction; assess training progress and signing off when new agents are ready to work alone
* Support the CSC manager with team resourcing and workflow requirements, organising workload on a day-to-day basis. Support the reassignment of resources at times of peak demand to maximise team performance and minimise customer impact or delay
* Responsible for holding one to one meeting and supporting the appraisal process in conjunction with the CSC manager to ensure agents are meeting expected standards of performance and are provided with suitable feedback, coaching and support where necessary
* Participate in the introduction and development of new systems and services and evaluate the impact to the team
* Utilise available staff performance statistics and team dashboards to ensure performance levels are maintained and developed
* Proactively identify and enable new or improved ways of working to deliver excellent results such as improving process, supporting development of new systems, and enhancing and developing team skills
The ideal candidate for the role of CSC Team Lead will have:
* Excellent leadership skills, calm under pressure, creative and solutions oriented
* Experience of managing and motivating a team
* Excellent customer focus, empathy, and experience of working in a customer facing role
* Superb telephone manner and listening skills
* Strong verbal and non-verbal communication skills
* Strong relationship and networking skills, ability to influence to support positive outcomes for customers and colleagues as appropriate
* Willing to work outside normal working hours where required to support business and customer needs
* Ability to produce accurate, good quality work
* Well organised and methodical
* Demonstrate an interest in current and future technology
* Appreciation of the telecommunications market and customers
* Able to use their initiative to tackle a broad range of problems
* Ability to work either as part of a team or independently as and when required
* Calm and controlled under pressure
* Experience of managing and motivating a team