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Team Leader

3 months ago

Cardiff, United Kingdom EE Full time

Team Leader

**Job Req ID**:31388**Posting Date**:21 Mar 2024**Function**:EE Contact Centres**Unit**:Consumer**Location**:3 Capital Quarter, Cardiff, United Kingdom**Salary**:Competitive**What you will be doing....**
- Manage a team of up to 15 Guides
- Translate the operation’s vision and strategy into the “day to day” plan for the team to ensure your team knows what to do, when and how
- Motivate, drive and engage the team to go the extra mile and feel excited about EE
- Personally know every team member and regularly show how important personal is for each of them being at the heart EE
- Coach and develop the team: - Walk the floor advising, listening, giving positive and constructive feedback and engaging with the team
- Demonstrate the ability to resolve complex customer queries by being a role model
- Call listen against call standards to identify individual development needs
- Support the team through regular 1-2-1s, setting objectives, coaching and PDPs- Have bold conversations. Provide specific and timely feedback on any underperformance.
- Keep the team informed through regular, engaging team, briefings: - Own and deliver all business messages and ensure context and understanding has landed with the team. - Be adept at delivering the difficult messages and own the company perspective. Confidently manage any resistance to business change
- Lead your team as if it was your own business. Drive efficiency by managing team attendance, absence and attrition.
- Keep relevant systems, such as MSS and My Performance up to date
- Preferred experience at contact centre management with an award-winning contact centres**Must Haves**
- Customer focus
- Excellent leadership and people skills and experience of managing high performing teams
- Identify development needs and be able implement and have difficult conversations
- Highly effective, motivational, communication and influencing skills
- Ability to lead through change
- Sound analytical skills and ability to maintain detailed focus on operational metrics

**About EE**
- We’re EE. We are the biggest mobile and broadband operator in the UK and we have a relationship in every second household in the country. But we’re for everyone, on any network - serving up new tech, new services, and heaps of inspiration for every aspect of your connected life.- We’ve been awarded the UK’s best network for the last 10 years. It’s central to our vision - to be the most personal customer-focused technology company in the UK.- That means earning a place on customers’ home screens by offering them more than ever before, whether that’s helping their home run smarter with EE Home, levelling up their play with EE Game, helping them work on their terms with EE Work, or even unleashing their kids’ learning with EE Learn.- We’re also part of BT Group, which we’re even bigger than you might think. Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.- We think we’ve got something special here. We want everyone to feel proud about working at EE - and feel excited about where we’re going and what we’re going to do. Want to join in?**Why this job matters**
The Customer Service Team Leader coordinates post-sales support and/or service teams delivering customer results.

**What you’ll be doing**
1. Leads and inspires a large team of customer service professionals within a service centre environment, holding accountability for delivery of key performance metrics and effective management of customer interactions and the employee experience.
2. Coordinates timely resolution of service requests to achieve agreed objectives in delivering customer service and provides technical development and coaching to build team's issue resolution capabilities.
3. Supports the execution of reporting, ensuring leadership can leverage quantitative data to identify opportunities, challenge key risk and key performance indicators in efforts to identify and proactively address problems and manage the operational performance of the BT Group.
4. Supports the team through proper workflow and data entry of incidents, requests, problems, and knowledge articles.
5. Supports teams in ensuring resolutions to customer issues where analysis of service quality is reviewed and used to enhance the tech support service model.
6. Proactively seeks to minimise or eliminate customer service issues under supervision by addressing root causes in terms of either processes or behavioural changes.
7. Provides first-level escalation for any high-risk customer issues (technological, financial, legal, brand, reputational) raised by the team.
8. Impacts quality, efficiency and effectiveness through the supervision of the Customer Service team driving contribution to the

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