Team Lead
2 weeks ago
Team Lead
Newcastle upon Tyne. UK
Responsibilities of Customer Service Team Supervisor:
- Responsible for the day to day management of a team of around 10 colleagues.
- Lead, motivate, praise and encourage colleagues through open and honest communication.
- Monitor and review individual colleague and team progress against business objectives.
- Through regular coaching, enhance and improve colleague performance, where applicable proactively identifying performance and/or conduct related issues and managing these in line with the department’s training and competency framework.
- Being visible by floor walking to provide fast and accessible support to colleagues dealing with Customer enquiries.
- Take ownership and responsibility for complex and/or escalated calls where a customer requires more senior involvement with their enquiry. Providing appropriate feedback and coaching upon completion of complex/escalated call to help develop colleague knowledge and experience with real time examples.
- Where required, support the team and service levels by personally handling customer calls alongside other colleagues. Lead by example by providing an excellent standard of customer service.
- Monitoring and managing adherence to schedules/shifts to ensure colleagues are working efficiently in order to support the achievement of required service levels.
- Manage attendance and comply with absence management policy to ensure operation is not adversely impacted.
- Pro-actively build and maintain relationships between teams and departments
- Use a wide range of communication tools (including Huddles/Stand-Ups, Buzz Sessions, Team Meetings) to effectively communicate business expectations, provide updates and positively promote business and process change, ensuring colleagues have the confidence to always provide excellent service to customers.
- Encourage an environment where regular feedback from colleagues is gathered, listened to and actioned to help continuous improvement.
Rate/Salary:
**Job Overview**:
**Location**: Newcastle upon Tyne, Tyne & Wear-
**Practice Area**: Customer Service
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