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Central Customer Support Team Leader

2 weeks ago

Doncaster, United Kingdom DFS Full time

**About you**
We are looking for an ambitious and confident team leader who is passionate about people management, has world-class customer service experiences, and has the ability to drive and motivate customer focussed teams within our group support centre based in Doncaster.

As Central Customer Support Team Leader you will work closely with the team to motivate, coach and develop the team to ensure they collectively and individually meet and exceed personal and company targets/SLA’s.

You will undertake regular 121’s, contact monitoring, performance reviews and create supporting performance plans that drive improvements. You’ll also ensure Central Customer Support standards are consistently followed and safe working practices are undertaken.

**Responsibilities;**
- Demonstrate strong and effective leadership skills to create an environment where the customer is at the heart of all activity.
- Address and manage performance / behavioural issues, undertaking meetings whilst following company disciplinary, grievance and absence processes.
- Create a team and culture that lives and breathes the values that increase morale and reduce employee turnover.
- Consistently display role model behaviour and positively support the brand.
- Escalate any appropriate problems to Operations Manager
- Mentor, develop and train a team captain as appropriate as part of succession planning
- Keeping up to date with business development and new product lines
- Manage day-to-day line activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs
- Ensure training and development plans are maintained for all team members
- Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved
- Support the Operations Manager to highlight operational risks and areas for improvement
- Lead and inspire a team of customer service representatives to deliver excellent levels of individual/team performance and customer satisfaction
- Support the Operations Manage to deliver business targets and objectives and create a performance oriented culture
- Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team

**About the role**
- Proven ability to deliver on targets and key metrics relevant to campaign
- Customer centric and able to drive a first time resolution approach
- Strong communication skills - communicate in a clear and personable manner with customers / colleagues
- High standard of attention to detail
- Working knowledge of IT programs, Word, Excel, Powerpoint etc
- Working knowledge of Zen Desk platform desirable but not essential
- Proven organisational skills
- Good time management
- Ability to problem solve and manage situations to achieve the best outcome
- Be an advocate for our values, Think Customer, Aim High and Be Real
- Ideally a minimum of 2 years experience within a contact centre environment as a Team Manager/Team Leader
- Minimum of 2 years demonstatebale experience delivering results through people management
- Strong and evidenced experience of coaching and people-development skills through call listening, quality feedback, etc.
- Proven ability to deal with demanding customer escalations and people within the team
- Energetic and engaging personality
- Evidence of creative thinking with a drive for continuous improvement

**About DFS**
DFS is the UK's leading omni-channel upholstery retailer. Since 1969 we have been manufacturing, selling and distributing high quality sofas to homes in the UK and ROI.

Our aim is to lead sofa retailing in the digital age. We intend to strengthen our market position, lead from the front and embrace the challenges and opportunities of the digital age.

**Benefits**
- Contributory pension
- Company bonus scheme
- Life Assurance
- Group colleague discount
- Sharesave scheme
- Lifestyle discounts

Job Reference: DFS02296