Customer Experience Centre Team Leader

4 months ago

Birchwood, United Kingdom Integral UK Full time

**Customer Experience Centre - Team Leader**

**Role Purpose**:
Being passionate about service delivery and people development, as a CEC Team Leader your role is to ensure that your team provides highly efficient service delivery to each of our clients. You are responsible for the management of inbound customer contact; creation, scheduling and dispatch of work to Integral engineers and our trusted supply partners; the compliant closure of these work orders all while ensuring that we achieve our stringent KPI's. Through effective coaching, mentoring, development and quality management, you will develop and motivate your team to achieve first class customer service, driving confidence in our delivery to both our external and internal stakeholders.

Working in a matrix management environment, you will also align into our Engineering and Account management teams to ensure that all aspects of our client's delivery is seamless as we operate and drive success as one team.

Calm under pressure and full of initiative, your focus will be to enable your team to be successful. Always focused on achieving contractual KPI's, you will address performance challenges in a timely way and ensure that process & quality standards are adhered to. You will be able to use our standard operating models, playbooks and data to analyse performance against targets, KPIs and SLAs and above all ensure that customer service delivery is at the heart of everything your team does.

**Main Duties & Responsibilities**:

- Manage, lead, and develop a team to deliver customer excellence to the contracts they support in their region / cluster
- Lead the team to achieve customer and client satisfaction by ensuring first time resolution to all customer enquiries raised, correct allocation and dispatching of work to both our internal engineering teams and external supply partners, and compliant closure of work across Integral and client systems
- To increase stability through standardisation, embedding consistency in process and operating methodology, which drives confidence in our delivery
- Provide robust people and team management principles, such as effective leadership, motivation techniques, performance management, quality principles, and development initiatives to ensure that the team meets and exceeds targets and expectations
- To identify opportunities for continual improvement to service delivery, initiating changes to the benefit of our clients, liaising with internal and operational management teams to gain buy in across all departments and service delivery areas
- To ensure that the team are fully equipped to complete their tasks through regular 1:1's, training, coaching and development activities
- To monitor the daily performance of the team, providing timely feedback and acting on poor performance where necessary
- To operate within contractually set service level agreements, policies, procedures, and targets
- Responding to escalations to support the client through to complete resolution, ensuring you and your team take ownership.
- Take ownership for resolving queries and completing the actions required to ensure that all customers receive the highest quality of service
- Responsible for call quality performance across the team by completing individual call quality sessions both side by side and remotely to ensure that all quality measures are adhered to as per your daily, weekly, and monthly KPI targets.
- Responsible for conducting coaching sessions for each member of your team to enhance their current skillset and increase performance capability
- Responsible for identifying trends in performance and placing the appropriate measures in place to increase performance in a timely manner including Performance Improvement Plans once all other avenues have been exhausted.
- Responsible for team engagement by running daily buzz sessions, team meetings and running incentives within the CEC.
- Responsible for ensuring that your teams' knowledge on process, procedures, business and contract awareness is at the necessary level to enable your team to dispatch their duties to the highest quality standards.
- Responsible for minimising, managing, reducing errors within your team.
- Duty Manager responsible for the Centre when no available senior managers are on site i.e. weekends, covering holidays, absence etc.
- Responsible for ensuring that your teams are aware of call statistics, KPI's and any other relevant targets and visuals to aid them in dispatching their duties.
- Responsible for all HR process and procedures ensuring that they are followed to the letter in a timely manner within set parameters.
- Ensuring that you always act as a role model and conduct yourself with professionalism regardless of the situation
- Expected to work as part of the wider team and collaborate with your peers to cover activities for other teams when your peers are off the floor.

**Essential Qualifications & Experience**:

- Experience in leading a multi-

  • Customer Experience Centre Advisor

    4 months ago

    Birchwood, United Kingdom Integral UK Full time

    **Customer Experience Centre Advisor** **The Role**: As a Customer Experience Centre Advisor, you are the first person our clients contact when they have a request or incident that they need us to resolve. The voice of Integral, you are responsible for the management of planned and reactive work for your area of responsibility, ensuring the correct...

  • Customer Resolution Team Leader

    4 months ago

    Birchwood, United Kingdom Your Housing Group Full time

    Job Introduction **So. What is this role exactly?** This is a new opportunity, here at YHG to join our growing and newly centralised Customer Resolution team as a Team leader. An important role for the team, integral to the operations of the division in which you will be one of a team of two, Team Leaders, each managing a small, collaborative team of...

  • Customer Experience Executive

    4 months ago

    Birchwood, United Kingdom Currys Full time

    **Customer Experience Executive**: **Birchwood** **Warrington Contact Centre (1604)** **Permanent** **Full Time, 40 hours per week** **Grade 2** **£24,000 pa + bonus** **Hybrid available but required to be onsite for the first 12 weeks** Our passion at Currys is helping everyone enjoy the latest tech. We’re proud of the service levels we provide...

  • Customer Experience Executive

    4 months ago

    Birchwood, United Kingdom Currys Full time

    **Customer Experience Executive**: **Birchwood** **Warrington Contact Centre (1604)** **Permanent** **Full Time, 40 hours per week** **Grade 2** **£24,000 pa + bonus** **Hybrid available but required to be onsite for the first 12 weeks** Our passion at Currys is helping everyone enjoy the latest tech. We’re proud of the service levels we provide...

  • Customer Experience Executive

    4 months ago

    Birchwood, United Kingdom Currys Full time

    **DESCRIPTION**: **Birchwood** **Warrington Contact Centre (1604)** **Permanent** **Full Time, 40 hours per week** **Grade 2** **£24,000 pa + bonus** **Hybrid available but required to be onsite for the first 12 weeks** Our passion at Currys is helping everyone enjoy the latest tech. We’re proud of the service levels we provide for our customers -...

  • Revenue Recovery Team Leader

    4 months ago

    Birchwood, United Kingdom Nationwide Platforms Full time

    We have an exciting opportunity for a Revenue Recovery Team Leader to be based at our National Call Centre in Birchwood. Reporting to the Head of Customer Operations, you will be responsible for maximising revenue recovery, abortive journey recovery and query resolution through the Daily management, motivation, and leadership of a UK...

  • Retail Team Leader

    4 weeks ago

    Birchwood, United Kingdom Asda Stores Ltd Full time

    About the RoleWe are seeking a highly motivated and experienced Retail Team Leader to join our team at Asda Stores Ltd. As a Section Leader, you will be responsible for leading a team of colleagues and ensuring the smooth operation of our store.Key ResponsibilitiesLead and motivate a team of colleagues to achieve sales and customer service targetsAssist with...

  • Retail Team Leader

    2 weeks ago

    Birchwood, United Kingdom Asda Stores Ltd Full time

    About the RoleWe are seeking a highly motivated and enthusiastic Section Leader to join our Home Shopping team. As a key member of our team, you will be responsible for leading and motivating a team of colleagues to deliver exceptional customer service and achieve sales targets.Key Responsibilities:Lead and motivate a team of colleagues to achieve sales...

  • Retail Team Leader

    2 weeks ago

    Birchwood, United Kingdom Asda Stores Ltd Full time

    About the RoleWe are seeking a highly motivated and enthusiastic Section Leader to join our Home Shopping team. As a key member of our team, you will be responsible for leading and motivating a team of colleagues to deliver exceptional customer service and achieve sales targets.Key Responsibilities:Lead and motivate a team of colleagues to achieve sales...

  • Retail Team Leader

    3 weeks ago

    Birchwood, United Kingdom Asda Stores Ltd Full time

    About the RoleWe are seeking a highly motivated and experienced Retail Team Leader to join our team at Asda Stores Ltd. As a Section Leader, you will be responsible for leading a team of colleagues and ensuring the smooth operation of our store.Key ResponsibilitiesLead and motivate a team of colleagues to achieve sales and customer service targetsAssist with...

  • Retail Team Leader

    3 weeks ago

    Birchwood, United Kingdom Asda Stores Ltd Full time

    About the RoleWe are seeking a highly motivated and experienced Retail Team Leader to join our team at Asda Stores Ltd. As a Section Leader, you will be responsible for leading a team of colleagues and ensuring the smooth operation of our store.Key ResponsibilitiesLead and motivate a team of colleagues to achieve sales and customer service targetsAssist with...

  • Retail Team Leader

    2 weeks ago

    Birchwood, United Kingdom Asda Stores Ltd Full time

    About the RoleWe are seeking a highly motivated and enthusiastic Section Leader to join our Home Shopping team. As a key member of our team, you will be responsible for leading and motivating a team of colleagues to deliver exceptional customer service and achieve sales targets.Key Responsibilities:Lead and motivate a team of colleagues to achieve sales...

  • Retail Team Leader

    2 weeks ago

    Birchwood, United Kingdom Asda Stores Ltd Full time

    About the RoleWe are seeking a highly motivated and enthusiastic Section Leader to join our Home Shopping team. As a key member of our team, you will be responsible for leading and motivating a team of colleagues to deliver exceptional customer service and achieve sales targets.Key Responsibilities:Lead and motivate a team of colleagues to achieve sales...

  • Retail Team Leader

    3 weeks ago

    Birchwood, United Kingdom Asda Stores Ltd Full time

    About the RoleWe are seeking a highly motivated and experienced Retail Team Leader to join our team at Asda Stores Ltd. As a Section Leader, you will be responsible for leading a team of colleagues and ensuring the smooth operation of our store.Key ResponsibilitiesLead and motivate a team of colleagues to achieve sales and customer service targetsAssist with...

  • Retail Team Leader

    3 weeks ago

    Birchwood, United Kingdom Asda Stores Ltd Full time

    About the RoleWe are seeking a highly motivated and experienced Retail Team Leader to join our team at Asda Stores Ltd. As a Section Leader, you will be responsible for leading a team of colleagues and ensuring the smooth operation of our store.Key ResponsibilitiesLead and motivate a team of colleagues to achieve sales and customer service targetsAssist with...

  • Customer Experience Manager

    3 weeks ago

    Birchwood, United Kingdom Nationwide Platforms Full time

    Job DescriptionJob Title: Customer Service ManagerJob Summary:Nationwide Platforms is seeking a highly skilled Customer Service Manager to join our team. As a key member of our organization, you will be responsible for ensuring that our customers receive the highest level of service and support.Key Responsibilities:Customer Service: Provide exceptional...

  • Customer Experience Manager

    3 weeks ago

    Birchwood, United Kingdom Nationwide Platforms Full time

    Job DescriptionJob Title: Customer Service ManagerJob Summary:Nationwide Platforms is seeking a highly skilled Customer Service Manager to join our team. As a key member of our organization, you will be responsible for ensuring that our customers receive the highest level of service and support.Key Responsibilities:Customer Service: Provide exceptional...

  • Customer Experience Specialist

    3 weeks ago

    Birchwood, United Kingdom Arne Clo Ltd Full time

    About Arne Clo LtdArne Clo Ltd is a direct-to-consumer apparel and footwear retailer based in the UK. We design and develop our products in the UK, manufacture in the near and far east, and ship directly to our customers through our e-commerce store.We have ambitious objectives over the next decade, with a focus on launching new product categories, expanding...

  • Customer Experience Specialist

    3 weeks ago

    Birchwood, United Kingdom Arne Clo Ltd Full time

    About Arne Clo LtdArne Clo Ltd is a direct-to-consumer apparel and footwear retailer based in the UK. We design and develop our products in the UK, manufacture in the near and far east, and ship directly to our customers through our e-commerce store.We have ambitious objectives over the next decade, with a focus on launching new product categories, expanding...

  • Customer Service Advisor

    4 months ago

    Birchwood, United Kingdom Currys Full time

    **DESCRIPTION**: Birchwood Warrington Contact Centre (1604) Permanent Full Time Grade 1 **£22,464 + bonus paid 4 weekly and benefits** **Hybrid available, you'll be required to work onsite for the first 12 weeks.** Our passion at Currys is helping everyone enjoy the latest tech. We’re proud of the service levels we provide for our customers and...