Customer Care Team Leader

2 days ago

Newbury, United Kingdom Global Freight Solutions Full time

**Main areas of responsibility**:

- Lead and motivate team members towards best performance for the customer and the business.
- Work in collaboration with team leaders and senior advisors ensuring all day-to-day duties and responsibilities are completed in a timely manner.
- Ensure all enquiries are dealt with efficiently and escalations and complaints are dealt with promptly and in a professional manner.
- Support and assist team members to meet their KPI targets.
- Analyse daily team reporting and statistics on SLA’s and KPI’s.
- Look for continuous ways of improving performance within the customer care team.
- Maintain daily reports on staff attendance, holidays and absence.
- Help and develop a culture of high performance across the customer care team.
- Encourage and motivate colleagues with support on difficult situations.
- Identifying areas of improvements within the team considering the processes and communication with carrier partners.
- Complete regular 121’s with customer care team members.
- Complete annual appraisals and objective setting.
- Conduct regular quality checks for customer care advisors’ performance and feedback as part of the monthly 121’s.
- Work closely with the Customer Care Manager to identify training and development requirements for the team.
- Carry out basic training needs
- All other reasonable requirements as specified by Senior management.

**Education and Experience**
**_Essential:_**
- Passionate about understanding and improving the customer experience to drive pro-active productivity.
- Ability to see both the big picture and smallest detail.
- Excellent leadership skills.
- Strong ability to impact and influence.
- Excellent communication skills.
- Ability to work under pressure.
- Attention to detail.
- Inspirational, effective, and approachable.
- Good people skills.
- Good level of English and Maths.
- Strong IT Skills - Microsoft office.
- Adept in use of IT systems.

**_Personal:_**
- Self
- Motivated with an ambition to succeed.
- Confident, resilient, and reliable.
- Excellent interpersonal understanding and excellent communication skills.
- Listens to and values the opinions of others.
- High level of integrity, trust and respect.
- Good time management skills and well organised.
- Ability to make decisions.
- Good problem-solving skills.
- Adaptable and flexible with a positive ‘can do’ approach.
- Challenge’s assumptions and encourages change.
- Gains respect and trust.
- Reliable.
- Drives high standards.

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