Team Leader
4 days ago
Job Title: Team Leader - Customer Services
Job Reference: Not Applicable
Location: Remote
Job Type: Part-time
Hours: 32 hours per week
Shift Options:
- Wednesday - 12:30 - 21:00
- Thursday - 12:30 - 21:00
- Friday - 12:30 - 21:00
- Saturday - 8:45 - 17:15
Job Summary:
We are seeking a highly skilled and experienced Team Leader to join our Customer Services team. As a Team Leader, you will be responsible for leading a team of customer service agents and ensuring that they provide excellent service to our customers.
Key Responsibilities:
- Manage your team's productivity and customer service quality.
- Manage your team's HR, including behavioural and performance deficiencies effectively.
- Improve performance and develop your team to reach their full potential.
- Ensure full contribution to achieving individual, team and unit targets.
- Work with the senior team, contributing to the management of the unit.
- During periods of high demand, directly answer phone calls and emails from our customers.
- Deal with initial call escalations for agents, serving difficult customers or those with complex needs to determine if early resolution can be achieved, referring promptly to Customer Experience team if unable to do so.
- Deal with customer complaints and aim to resolve issues without needing to progress to formal complaints response procedure.
- Work collaboratively with the HEO Customer Experience Team to identify any staff training needs and enable acceptable performance levels and quality.
- Proactively maintain and build your leadership skills and knowledge of relevant subjects.
- Complete and provide management information data for trend analysis.
- Communicate effectively with your teams to ensure that policies and procedures are understood and implemented.
- Build effective working relationships with key internal and external stakeholders.
- Report to the SEO Operations Manager. Delivering against leadership and customer satisfaction targets.
- Work in a flexible, hardworking and professional environment that supports health and wellbeing in the workplace.
Requirements:
- Proven experience in a customer service leadership role.
- Excellent communication and interpersonal skills.
- Ability to work in a fast-paced environment and manage multiple priorities.
- Strong leadership and management skills.
- Ability to build effective working relationships with internal and external stakeholders.
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