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Team Leader

2 months ago

Telford, Telford and Wrekin, United Kingdom Sanderson Full time
About the Role

We are seeking an experienced Team Leader to join our Customer Service team at Sanderson. As a Team Leader, you will be responsible for leading, managing, and inspiring a team of Customer Service Representatives to achieve key operational objectives and deliver exceptional service.

Key Responsibilities
  • Queue Management: Ensure all work is cleared to zero every day and/or call centre customer queues managed to agreed standards & service levels. Allocate and manage team members across required work/customer queues switching between queues as necessary.
  • Performance Monitoring: Use MI data to track team performance, system compliance, and take corrective actions as needed
  • Resource Planning: Plan and allocate team capacity for optimal utilisation, including training for versatility and improving customer outcomes
  • People Management: Lead, coach, and motivate team members, set and monitor performance targets, and conduct daily briefings
  • Issue Escalation: Inform Customer Services Manager of any threats to production or work completion, and escalate unresolved issues promptly to avoid failures
  • Performance Metrics: Track and report on key performance indicators, including quality, productivity, compliance, and employee engagement
Requirements
  • Proven experience in excellent team management is crucial, with a strong ability to lead, motivate, and develop a high-performing team
  • Ability to manage effectively in a fast-paced environment, adapting quickly to changing demands and priorities
  • Proven ability to plan, organise, and manage tasks efficiently, including delivering results both individually and through teams
  • Capable of analysing issues, generating solutions, and making data-backed decisions
  • Previous Financial Services experience (desirable, not essential as training is provided)