Team Leader

3 weeks ago

Bangor, United Kingdom BT Full time

Team Leader - Voice Services

**Job Req ID**:29829**Posting Date**:22 Feb 2024**Function**:Service**Unit**:Business**Location**:Bethesda, Bangor (Wales), United Kingdom**Salary**:Competitive**To note this role is full time, fully office based and you will be working in a shift pattern.**

**Why this job matters**:

- To lead and motivate a team of customer service advisors to maximise team effectiveness, call quality and productivity. Ensuring each advisor delivers a high standard of service 24/7/365 in accordance with the specific expectations/SLA, of each call type (including critical services), compliance and increases revenue collection.

**Held accountable for**:

- This is an operational management role, accountable for:

- Team performance and the delivery of high volume blended services to meet all KPI measures, whilst remaining compliant with BT Policies and regulatory obligations
- Ensure team receives all relevant communications and updates, train and develop Advisors to broaden skillset, ensure knowledge-management completed by Advisors, coach and performance manage
- Act as first point for any customer escalations and fully owns these; following processes to meet customer needs
- Driving ownership and responsibility of customer calls ensuring every customer contact is seen as an opportunity to positively impress
- Knowledge and understanding of BT products, Services, processes and systems within own product areas.
- Health & Safety/Safe working practices & effectively managing / coaching their team to continuously improve Employee Engagement

**What you’ll be doing**:

- Performance management providing coaching, development opportunities and giving appropriate recognition to drive a high-performance culture.
- Communicate effectively with teams and individuals by being able to deliver and contextualise key messages (good news/bad news/change communications) in a way which makes information impactful and relevant.
- Achieve KPI’s to meet SLA’s by creating robust plans to drive results and remove any barriers to providing excellent customer care.
- Resource management, being creative and fostering innovation at all times to provide suitably skilled and trained people to meet the volatile demands of all work streams.
- Create a positive working environment by listening and engaging the team to contribute and participate in driving local improvement activities. Encourage efficiency, cost saving, wellbeing and safety in the Centre
- Develop the overall capability of the team by supporting individual needs with relevant PDPS and creating career opportunities.
- Collaboration by actively building relationships both internally externally to deliver the best possible results and sharing best practice.

**Core competencies, knowledge and experience**:

- Demonstrable experience of effective people management including of an operational team
- Previous experience of leading a Team size of 15 and above.
- Ability to coach an operational team Connected Leaders capabilities
- Good knowledge of BT Voice Services products and processes to be effective as a first line escalation and team leader
- Effective communication - regular and honest conversations with emotional intelligence
- Analytical - able to understand service trends to drive performance and process improvements
- Collaboration on a national level (including Real-time and Planning teams and externally (Emergency Authorities)
- Call centre management experience desirable

**The skills you’ll need**:

- Complaint Management
Information Management
Communication
Issue Resolution
Problem Solving
Customer Insights
Commercial Acumen
KPI/Metric Monitoring
Feedback Management
Customer Relationship Management
Knowledge Management
Talent Management
Performance Management
Escalation Management
Decision Making
Growth Mindset
Stakeholder Management
Inclusive Leadership

**Our leadership standards**:
**Looking in**:
**Leading inclusively and Safely - **I inspire and build trust through self-awareness, honesty and integrity.
**Owning outcomes - **I take the right decisions that benefit the broader organisation.

**Looking out**:
**Delivering for the customer - **I execute brilliantly on clear priorities that add value to our customers and the wider business.
**Commercially savvy - **I demonstrate strong commercial focus, bringing an external perspective to decision-making.

**Looking to the future**:
**Growth mindset - **I experiment and identify opportunities for growth for both myself and the organisation.
**Building for the future - **I build diverse future-ready teams where all individuals can be at their best.

  • Team Leader

    3 weeks ago

    Bangor, United Kingdom The Cedar Foundation Full time

    Croft Communities is seeking to recruit the following staff member: Team Leaders: Supported Living - Job Ref: 24-069-TLSL-CROFT-WEB Hours: 36 hours per week **Salary**: £13.09 per hour & sleep in rate (£50.00 per sleep in) Contract: Permanent Location: Supported Living - (Croft Communities, 71 Bloomfield Rd Bangor) Closing Date: 08th April 2024 at...

  • Team Leader

    2 weeks ago

    Bangor, United Kingdom Greggs Full time

    Role:Greggs Team LeaderLocation:Llandygai,LL57 4BGHours:Full-Time Hours Available / PermanentHourly Rate:£11.94Company:Asda ExpressWe are looking for a dedicated Supervisor who can lead, inspire and motivate a team to join our welcoming Greggs bakery Our bakery Team Leaders are responsible for managing the bakery when the Manager is not around; Supervisors...

  • Team Leader

    2 months ago

    Bangor, United Kingdom Costa Coffee Full time

    Costa Coffee requires **Team Leader for our Store in Bangor Springhill Northern Ireland.** At Costa Coffee we are as passionate about our people as we are our great coffee! Being a part of our team gives you the chance to learn new skills in coffee excellence whilst letting your personality shine through. As a Costa Barista you receive full training in...

  • Team Leader

    2 weeks ago

    Bangor, United Kingdom Greggs Full time

    Role:Greggs Team LeaderLocation:Llandygai,LL57 4BGHours:Full-Time Hours Available / PermanentHourly Rate:£11.94Company:Asda ExpressWe are looking for a dedicated Supervisor who can lead, inspire and motivate a team to join our welcoming Greggs bakery! Our bakery Team Leaders are responsible for managing the bakery when the Manager is not around; Supervisors...

  • Team Leader

    4 weeks ago

    Bangor, United Kingdom Card Factory Full time

    Job Introduction **Location:Bloomfield Bangor** **Contracted Hours Available:16** Main Responsibilities We are passionate about celebrating our customers’ life moments and are now looking for a Team Leader to join our very successful Card Factory family to help fulfil this. With a real focus on customer experience and operational excellence, our Team...

  • Team Leader

    3 weeks ago

    Bangor, United Kingdom Card Factory Full time

    Job Introduction **Location: Bangor Bloomfield** **Contracted Hours Available: 16 and 11** Main Responsibilities We are passionate about celebrating our customers’ life moments and are now looking for a Team Leader to join our very successful Card Factory family to help fulfil this. With a real focus on customer experience and operational excellence,...

  • Team Leader

    7 days ago

    Bangor, United Kingdom Card Factory Full time

    Job Introduction **Location: Bangor Bloomfield** **Contracted Hours Available: 16** Main Responsibilities We are passionate about celebrating our customers’ life moments and are now looking for a Team Leader to join our very successful Card Factory family to help fulfil this. With a real focus on customer experience and operational excellence, our...

  • Team Leader

    3 weeks ago

    Bangor, United Kingdom Card Factory Full time

    Job Introduction **Location: Bangor Bloomfield** **Contracted Hours Available:16 hrs** Main Responsibilities We are passionate about celebrating our customers’ life moments and are now looking for a Team Leader to join our very successful Card Factory family to help fulfil this. With a real focus on customer experience and operational excellence, our...

  • Team Leader

    3 weeks ago

    Bangor, United Kingdom Shakes & Smoothies "R US" Full time

    Duties: As a Team Leader in the hospitality industry, you will be responsible for overseeing the leading the kitchen preparation and front of house (counter) operations, ensuring smooth service delivery and customer satisfaction. Your duties will include: Making & Supervising food & beverage production and to ensure food is prepared and presented efficiently...

  • Team Leader

    4 weeks ago

    Bangor, United Kingdom Shakes & Smoothies "R US" Full time

    Duties: As a Team Leader in the hospitality industry, you will be responsible for overseeing the leading the kitchen preparation and front of house (counter) operations, ensuring smooth service delivery and customer satisfaction. Your duties will include: Making & Supervising food & beverage production and to ensure food is prepared and presented efficiently...

  • Team Leader

    4 weeks ago

    Bangor, United Kingdom Costa Coffee Full time

    Costa Coffee requires a **Team Leader** for our store in Bangor. At Costa Coffee we are as passionate about our people as we are our great coffee! Being a part of our team gives you the chance to learn new skills in coffee excellence whilst letting your personality shine through. As a Costa Barista you receive full training in delivering every customer with...

  • Team Leader

    1 month ago

    Bangor, United Kingdom Costa Coffee Full time

    Costa Coffee requires a **Team Leader** for our store in Bangor Bloomfields Northern Ireland. At Costa Coffee we are as passionate about our people as we are our great coffee! Being a part of our team gives you the chance to learn new skills in coffee excellence whilst letting your personality shine through. As a Costa Barista you receive full training in...

  • Team Leader

    2 weeks ago

    Bangor, United Kingdom Shakes & Smoothies "R US" Full time

    Duties:As a Team Leader in the hospitality industry, you will be responsible for overseeing the leading the kitchen preparation and front of house (counter) operations, ensuring smooth service delivery and customer satisfactionYour duties will include:Making & Supervising food & beverage production and to ensure food is prepared and presented efficiently to...

  • Kfc Team Leader

    3 weeks ago

    Bangor, United Kingdom EG Group Full time

    **Role**: KFC Team Leader **Location**: Bangor, BT19 7HJ **Hours**: Part-Time / Full-Time Hours Available / Permanent **Hourly Rate**: £11.15 **Bonus Scheme**: Quarterly Bonus Incentive! **Company**: EG Group We are looking for a dedicated Team Leader / Supervisor who can lead, inspire and motivate a team to join our welcoming KFC Restaurant! Our...

  • Kfc Team Leader

    2 weeks ago

    Bangor, United Kingdom EG Group Full time

    **Role**:KFC Team Leader **Location**:Bangor County Down, BT19 7HJ **Hours**:Part-Time / Full-Time Hours Available / Permanent **Hourly Rate**:£11.15 **Bonus Scheme**:Quarterly Bonus Incentive! **Company**: EG Group We are looking for a dedicated Team Leader / Supervisor who can lead, inspire and motivate a team to join our welcoming KFC Restaurant!...

  • Cook Team Leader

    1 week ago

    Bangor, United Kingdom Betsi Cadwaladr University Health Board Full time

    Cook Team Leader, Band 3 Based in Ysbyty Gwynedd Bangor and able to cover other sites also The Catering Department at Ysbyty Gwynedd Hospital provide meals, snacks and beverages to patients, staff and visitors. The Cook Team Leader is a key member of the team and has responsibility for carrying a range of duties related to food production and service in a...

  • Cook Team Leader

    2 weeks ago

    Bangor, United Kingdom Betsi Cadwaladr University Health Board Full time

    Cook Team Leader, Band 3 Based in Ysbyty Gwynedd Bangor and able to cover other sites alsoThe Catering Department at Ysbyty Gwynedd Hospital provide meals, snacks and beverages to patients, staff and visitors. The Cook Team Leader is a key member of the team and has responsibility for carrying a range of duties related to food production and service in a...

  • Deputy Team Leader

    4 weeks ago

    Bangor, United Kingdom British Red Cross Full time

    **Deputy Team Leader - Emergency Department** **Location**:Ysbyty Gwynedd Emergency Department, Penrhosgarnedd, Bangor, Gwynedd, LL57 2PW** **Contract type: Fixed Term Until 31st March 2024** **Hours per week: 18** **Salary**:£**21,426 - £22,333** per annum pro-rata** Driving **Requirement**: Full UK driving licence allowing you to drive a manual...

  • Kfc Team Leader

    1 week ago

    Bangor, United Kingdom EG Group Full time

    **Role**:KFC Team Leader **Location**:Bangor, BT19 7HJ **Hours**:Part-Time / Full-Time Hours Available / Permanent **Hourly Rate**:£12.25 **Bonus Scheme**:Quarterly Bonus Incentive! **Company**: EG Group **EG Group recruiting on behalf of YUM!** At KFC, everyone gets a seat at our table. We feed our people’s potential - to be their best selves,...

  • Team Leader

    2 weeks ago

    Bangor, United Kingdom Livability Full time

    _Are you the Team Leader we are looking for? Do you have the passion, talent, skills and care experiences that can make it all add up for the people we support?_Purpose of the role:To oversee the day to day running of the services you are allocated to, this includes:Ensuring the rotas are in place to meet contract hours and meet the people we supports needs...