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Team Leader in Cardiff
3 months ago
Join Our Team as a Customer Service Team Leader at Connect Assist
Operate on the front line of service delivery within a dynamic 24/7 contact centre environment, collaborating with well-known charities and key organizations in the charity, government, and 3rd sector.
Ensure that quality and performance levels meet and exceed expectations on challenging service lines, working as a key management figure responsible for the daily operations of your team.Your Responsibilities:- Provide excellent customer service, handling customer inquiries and complaints while supervising a team of customer service advisors
- Coach, develop, and motivate the team, monitoring their performance regularly to ensure targets are met in line with QMS
- Ensure achievement of departmental KPIs and SLAs, conducting 121s, meetings, and appraisals following HR procedures- Guarantee resources are sufficient to meet customer and contract demands- Set and meet performance targets for speed, efficiency, sales, and quality
- Manage daily operations within a busy contact centre, handling inbound and outbound services maintaining compliant service delivery- Collaborate with Supervisors, Team Leaders, Contract Managers, and other stakeholders to gather information and resolve issues- Review staff performance, identify training needs, plan training sessions, and handle complex complaints or inquiries- Organize staffing, including shift patterns, and improve performance by enhancing efficiency
- Ensure compliance with HR policies, prepare the office for employees and visitors, and report findings to management regularly- Lead by example, promote a diverse and inclusive working environment, work with the Recruitment Manager on hiring and process improvement- Develop cooperative relationships with colleagues, comply with company policies and relevant regulationsRequirements:
- Good education background
- At least 2 years of similar role experience
- Previous supervisory experience and proficient in IT and MS Office Suite
- Skilled in coaching, staff development, and delivering customer-focused services- Excellent communication, interpersonal, reflective, and analytical skills with sound decision-making abilities
Why Join Us?
We are committed to fostering a culture of diversity, equity, and inclusion in our recruitment process. Our Disability Confident Leader status reflects our dedication to supporting individuals with disabilities throughout their career development.
Maximus ensures that no applicant receives unfavorable treatment due to any personal characteristic and offers a guaranteed interview under the Disability Confident scheme for qualified candidates.
If you have a disability and meet the essential job criteria, applying under this scheme will secure you an interview. Your Guaranteed Interview application will be shared only with the hiring manager and local resourcing team, with possible adjustments during the recruitment process.
