Customer Support Team Leader
2 days ago
Salary: £25,000 with a £2000 per annum performance bonus
Type: 37.5 hours per week (06:00 - 18:30 variable shifts, office based)
Overview:
We are looking for a dynamic Team Leader, with proven and demonstrable experience of working within a contact centre within a customer service support role and ideally with team management level experience.
**Responsibilities**:
- Prioritise and distribute workload, across your designated team, to achieve and improve on agreed client SLAs and KPIs.
- Process calls and tickets that are submitted to your team.
- Act as primary escalation for any customer complaints.
- Build external stakeholder relationships
- Provide first line support for your team on any internal or customer issues raised
- Identify and discuss with the Head of Customer Service any issues impacting on service delivery.
- Provide induction and onboarding support followed by continuing support, informal and formal training plans and coaching to direct reports.
- Completely monthly 121s with team members sharing the feedback with the Head of Customer Service to align the feedback with the quarterly 1-2-1 discussions.
- Hold team briefings relating to client updates as necessary.
- Report absence and lateness in accordance with company and department policies and keep the Head of Customer Service informed of any potential issues particularly surrounding service delivery.
- Prepare daily/weekly/monthly team and individual data performance reports.
- Provide absence cover and general support throughout the department.
- Ensure that all operations are being undertaken in accordance with compliance and regulatory standards.
Essentials:
- Excellent leader and will already be a strong communicator within a similar role
- Flexible in your working approach and be able to share your knowledge and experience to ensure a consistent approach in the team.
- Results driven, a team player as well as a leader, with a desire to achieve success and deliver this.
- Proven and excellent previous experience in a customer service role, ideally at team leader level.
- Excellent interpersonal skills with the ability to communicate at all levels, whether in writing or verbally.
- You will have a progressive attitude to change and able to actively seek solutions not barriers.
- Work under pressure, to ensure delivery of our KPIs and SLAs, is crucial in this role.
- You will be adept and effective at responding to customers across a range of channels.
- You will have the ability to organise your own and support your team in managing the team and individual workloads as necessary.
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