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Team Leader
2 months ago
Job Title: Accommodation Team Leader
Job Summary: We are seeking an experienced Team Leader to join our client, Lloyd Recruitment - Epsom, in a permanent position. The ideal candidate will have a proven track record in leading a team of Customer Service Agents and ensuring company targets are achieved.
Key Responsibilities:
- Team Leadership: Lead a team of 10-14 Customer Service Agents, ensuring ongoing training and support is provided to meet company targets.
- Performance Management: Monitor holiday planning, sickness, and other absence, and motivate the team by regular briefings and meetings on company and departmental performance.
- Customer Relationship Management: Work closely with account managers to support their work and provide MI reporting as required, while maintaining long-term customer relationships.
- Business Development: Build relationships with branch management teams to ensure that business issues are resolved quickly and amicably.
- Team Coaching: Manage and coach the team of co-ordinators, measuring performance, setting objectives, assessing training needs, providing on-the-job training, and addressing any shortfalls in performance.
- Quality Assurance: Maintain standards of performance in the team relating to customer contact via various channels and face-to-face meetings.
- Workload Management: Manage team workloads effectively, having an awareness of key volume drivers and planning and allocating work to ensure it is fairly assigned across the team.
- Escalation Management: Handle and take ownership of escalations and complaints from co-ordinators, dealing with customers and internal stakeholders to resolve issues and proactively develop effective working relationships with customers.
About Lloyd Recruitment - Epsom: Our client is a reputable company seeking a skilled Team Leader to join their team. The ideal candidate will have a strong background in customer service and team leadership, with excellent communication and interpersonal skills.
