Team Leader

3 weeks ago

Remote, United Kingdom Ventrica Full time

**Could you see yourself representing high-end luxury beauty and fashion Brands? We have an incredible opportunity for you**

***Within this role, you can expect to work with people who share a genuine passion for our customers, our collections, and our brand identity. We are inclusive of everyone.

We are looking for highly ambitious customer service advisors who aren’t afraid to go above and beyond.

You’ll have a clear understanding of what constitutes great customer service and be able to deliver this effortlessly.

As our employee, you’ll be reliable, punctual, and flexible, appreciating that getting the job done well and to the high standards expected will mean being prepared and ‘going the extra mile’.

And of course, you’ll have excellent communication skills - written and verbal.

With products which have enjoyed worldwide success, breaking records, working alongside world-renowned brands could be the next step in your career

The customer service team are dedicated and strive to inspire our customers during their experience with us.

**The Role**:
This role requires you to provide excellent and inspirational leadership to a team of Customer Service Advisors who will be receiving calls and dealing with them accordingly.

A key competency for this role is having the ability to increase performance by taking a strong customer focus approach, monitor and support advisors to ensure that all work queues are managed efficiently and all processes are adhered to and make sure that compliance areas and targets are being met or exceeded whilst upholding our client’s core values.

You will be required to facilitate coaching to ensure quality criteria is met by your team. This role requires the monitoring of work carried out by the team, tracking of any trends, reporting to Operations and Client Services to feedback on any issues/resolutions to improve best practice and feed into the continuous improvement of the campaign

**Main Activities**:

- Overall ownership of a team of Customer Service Advisors
- Ensuring coaching, mentoring, training and development targets are met
- Ensuring that team service levels are met or exceeded through effective execution of performance management to include SMART target setting, coaching, mentoring, training, personal development, personal improvement plans and disciplinary action plans
- Design and run motivational incentives on a daily, weekly or monthly basis.
- Provide inspiration to the team through effective leadership, motivation, encouragement, empowerment and pro-activity to achieve targets inclusive of client and internal targets such as absenteeism and attrition
- Ensure effective and consistent communication throughout the team for all briefing items
- Regularly spot check knowledge with tests holding team meetings for team feedback
- Work with HR in managing performance or disciplinary meetings
- Work closely with peers, Client Services and Head of Operations to provide business intelligence to the client on trending information, customer behaviour, and recommendations for improvements on an ongoing basis.
- Work closely with the Quality team to ensure a consistent approach is taken in this area striving to constantly enhance the customer experience and ensure that agents are meeting all targets in this area.
- Ensure training and development plans are appropriate and maintained for all team members
- Conduct ad-hoc training needs analysis within the team and work closely with the on-site Training Manager to ensure that a quarterly training framework is implemented.
- Work closely with the Recruitment Manager, giving feedback and analysis on new advisor intakes to have input into continuously improving successful advisor profiling

**Key Skills**:
**Essential**
- Experience of working in a customer service environment
- Experience of managing and leading teams
- Experience of developing your team and leading on KPIs
- Experience of working in a contact centre environment
- Excellent leadership skills, adept at coaching and developing others
- A diverse skill set which includes (but not limited to):

- Conflict management
- Negotiation and influencing
- Adaptability
- Delegation and time management
- Outstanding social service etiquette, with the ability to be versatile in your approach to adapt your style for each customer
- Able to build relationships across functions internally and externally whilst being able to remain calm under pressure
- Exceptional communication and interpersonal skills (both written and verbal).
- Communicate and negotiate persuasively with the ability to influence others assertively and build rapport, build understanding and trust
- Able to drive own results and explore new ways of working to help continuous growth
- Ability to change course quickly, adapt to new challenges, and deal with competing priorities.
- Ability to multi-task, prioritise assignments, and work independently
- Has the right to work legally in the U

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