Customer Care Team Leader

2 weeks ago

Belfast, United Kingdom Mediahuis Full time

**Job Title: Customer Care Team Leader**
**Location**:Belfast

**Role Purpose**
- The purpose of this role is to support customer care manager in a formalised
- capacity and to have objectives that reflect a deputy role.

**Role Responsibilities **(Overview)
- The deputy should support the Team Lead in his duties which include:

- Build teams with a good working environment that are customer focused and motivated to provide a great customer experience and achieve service level goals
- Coach and follow up CCR performance in a structured way and be present as an inspiring and coaching leader of the CCRs in their daily work.
- Manage the performance of the team and individual members through regular coaching, call monitoring and feedback
- Ensuring all individual team members have a complete understanding of KPls, goals and objectives
- Addressing under performance in a timely and appropriate manner through improvement plans and/or disciplinary procedures (in conjunction with Human Resources)
- Analyse, interpret, present and act upon complex data maximising MI reporting systems to proactively drive and achieve targets
- Handle customer calls (from time to time) and complaints escalated from CCRs ensuring superior customer experience is achieved
- Proactively contribute to the review and improvement of systems, processes and procedures within the department
- Keep fully up to date with technical knowledge, processes and procedures relating to the campaign Organising shift patterns and the number of staff required to meet demand

**Experience & Qualifications** (Minimum Experience & Essential Knowledge)
- Minimum of 2 years experience within a customer care environment
- Leadership experience advantageous but not essential

**Skills**
- Excellent written and verbal communication skills
- Excellent written and verbal communication skills

**Benefits**
Competitive Salary
Bonus Scheme
Pension contributions up to 6%
25 Days holiday plus 10 bank holidays
Free Car Parking
Access to learning and development programmes

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