Customer Service Team Leader
2 days ago
**Job Title**:Customer Service Team Leader
**Job Location**:Glasgow (North West Side)
**Job Salary**:£29k
- £33k
**Job Hours:Monday - Friday (35 hours weekly)**
**The package for the position of Team Leader is**:
- **Free Parking**:
- **No weekends**:
- **No late nights**:
- **Basic Salary up to £33k**:
- **Holiday entitlement + Bank holidays**:
- **Much more**
**Responsibilities**:
- Oversee the day-to-day running of the Customer Contact Team including assisting advisors to ensure that all enquiries are dealt with effectively and efficiently, promoting resolution at first point of contact
- Identifying training needs and promote the development of staff through personal development discussions and coaching
- Assist CSM in delivering team meetings and coaching sessions.
- Support CSM in the delivery of a customer focused front line service which puts customers at the heart of service delivery
- Support CSM in dealing with complaints, collating information and producing reports
- Oversee the administration and monitoring regime of the gas servicing process
- Assist CSM with the contract management of the reactive repairs contract, including invoice administration
- Driving efficiency's and service improvements including, contributing to the creation and review of relevant policies and procedures, to improve the customer journey for all members of the community
- Work collaboratively with other managers, to provide administrative support to other front-line teams
- Prepare and present monthly performance information for internal and external review.
- Deputise for CSM in absence to ensure team continuity
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