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Customer Service Team Lead

3 weeks ago

Ringwood, Hampshire, United Kingdom Careline Support Ltd Full time

At Careline Support Ltd, we are seeking an experienced Customer Service Team Lead to oversee the daily operations of our Call Centre in Ringwood, Hampshire.

The successful candidate will have a proven track record of success in managing people, organizing resources, roster management, analysis, reporting, and systems technology.

We offer a competitive salary of £42,500 per annum, 24 days annual leave, plus Bank holidays, and extra benefits such as BUPA private medical insurance and a Group pension scheme.

About the Role

  • Supervising, supporting, and coaching operational staff to carry out their duties effectively.
  • Recruitment, training, induction, reviews, appraisals, and performance management of the team.
  • Managing the duty rota and workforce planning to ensure the call centre is staffed appropriately at all times.
  • Monitoring live and historical performance against Key Performance Indicators (KPI's), carrying out call audits, providing feedback in a timely manner.
  • Providing statistical analysis and reporting of KPI's, team performance, resilience, and integration of new business.
  • Ensuring policies and procedures are updated and applied correctly.
  • Taking investigative and remedial action into operational, service, and system issues.