Team Leader

2 weeks ago


Cardiff, United Kingdom Artis Recruitment Full time

Artis Customer Contact are excited to be working with this market leading brand who are looking for a new Customer Adminstration Team leader with excellent people leadership experience to manage their customer contact team. This is an exciting time tojoin this progressive organisation, as they continue to look at different ways in which they can support their customers.
Working within a busy customer care environment you will be responsible for the management of 10 Customer Care Advisors.
Team Leader Duties include:

- Effectively leading and managing the customer care team ensuring all contacts from customers are addressed and resolved in a timely manner, exceeding the customer's expectations.
- Plan and deliver full training, coaching, development, monthly 121's and annual and half yearly performance reviews.
- Monitoring the inbound contact flow and staffing levels to ensure that all customer contacts are responded to in a timely manner in lives with internal SLAs.
- Engaging and motivating the team to build a positive culture.
- Ensure an appropriate working environment in which staff can provide a quality service to all customers using all of the company's principals of care.
- Working closely with the Quality and Development team to help train and integrate new members of staff.
- Handling escalations from customer care advisors in an effective and timely manner.
Team Leader

**Required Skills**:

- Previous experience of working within a Contact Centre environment and proven experience in managing and leading teams.
- Experience in staff management and preferably experience in Contact Centre
- Strong customer service skills.
- Ability to work to deadlines and under pressure.
- Ability to adapt to learn new skills and procedures.
- You will be an excellent performance leader being able to use this structure/ platform to ensure your teams have been able to achieve team SLA, KPI's and Contact Centre operating targets.
Knowledge and experience of managing a team in a multi-channel contact centre operation is essential.
Customer Care Team Leader benefits include, excellent salary and pension, 30 days holiday, gym membership, clear career development plan and much more. The role offers hybrid working, so you will be required to be in the Cardiff office an average of 2-3 daysa week.


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