Customer Service Team Leader

2 days ago

Sunderland, United Kingdom Paragon Customer Communications Full time

**Customer Service Team Leader**:

- **Sunderland
- On-site**:

- **Salary: £30,000**

Paragon Communications are a dynamic and forward-thinking organisation committed to revolutionising the way our Clients do business. At our site in Sunderland we specialise in digital transformation services, helping clients transition from traditional paper-based processes to cutting-edge digital solutions.

As a Team Manager you will be responsible for a team of 22 - 25 Agents to ensure safe working practice in the execution of brilliant client service levels at a competitive commercial rate by continuously achieving against Service Level Agreements for quality and quantity in service delivery.

**Hours**:
Variation of shift patterns between the hours of 5am-6pm Mon - Fri, 1 in 6 Saturdays

**What are the responsibilities**:

- Work in accordance with defined Company Policies & Procedures and be aware of H&S responsibilities to themselves and to others.
- Manage, lead and engage with the team that supports their achievement of individual and their team key performance indicators
- Motivate, guide, and recognise their team to exceed KPIs and create a positive culture where their team feel supported, coached and when needed appropriately performance managed
- Hold constructive One-to-Ones and appraisals with agreed activity that optimises both individual and team performance. Within this they structure and execute development plans that supports personal growth and feeds into the site succession plan.

**Experience you need to bring to the role**:

- Compliance with Data Protection and GDPR.
- Managing and motivating a team to achieve required targets.
- Good working knowledge of Microsoft products.
- People management and development.
- Able to analyse information and report upon its content.
- Demonstrates previous levels of accountability and reliability.
- Promotes a positive working environment and able to resolve conflict.
- Strong demonstrable leadership skills
- Excellent communication, written skills, and attention to detail

Please note that due to the high volume of responses we receive, only successful applicants will be contacted.

Pay: £30,000.00 per year

**Benefits**:

- Company pension
- Employee discount
- Life insurance
- On-site parking

Schedule:

- 8 hour shift
- Monday to Friday
- Weekend availability

Ability to commute/relocate:

- Sunderland, Tyne and Wear: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Performance management: 2 years (required)
- Customer Service: 2 years (preferred)

**Location**:

- Sunderland, Tyne and Wear (required)

Work Location: In person

Reference ID: Customer Service Team Leader

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