Team Leader

2 weeks ago

Birmingham, United Kingdom Teleperformance Full time

Team Leader
- Job Profile Summary

Short Description of the Job
Make sure that your team provide excellent service to customers through the accurate and consistent use of our policies, processes and procedures to ensure good customer outcomes.

Key Responsibilities
Develop, implement and maintain a vision and business plan for the team, which focuses on matching customer needs to our service and product options, and driving effective customer contact strategies

Develop a team culture of providing outstanding customer service in each and every interaction and delivering the goals of the organisation

Continually develop, coach and inspire the team to develop their knowledge, providing on-going observation and feedback on the quality and achievement of business objectives
- Job Description

Join us as a Customer Service Team Leader
- This is an opportunity to develop your leadership skills and gain recognition for driving others to succeed
- You'll be leading a team to deliver fantastic customer service, building trusting relationships and growing our customer base
- You’ll be working in a collaborative environment, where we’ll take a real investment in your career progression

What you'll do

We want excellent customer service to be at the heart of everything we do. You’ll directly help us to achieve this, by motivating, coaching and inspiring your team to develop their knowledge and focus on meeting the needs of their customers. We’ll look to you to provide on-going observation and feedback sessions, striving to maintain the highest quality of service throughout your team.

You’ll also be:

- Developing, implementing and maintaining a vision and business plan for the team
- Overseeing all customer metrics, making sure that this is maintained in all key internal systems
- Building and maintaining partnerships and stakeholder relationships
- Providing feedback on systems and processes to ensure we continuously achieve good customer outcomes.
- Identifying, managing, and escalating any risk.

The skills you'll need

To be successful in this role, you’ll have excellent people leadership experience, with the ability to develop a team to deliver outstanding results. You’ll thrive in a fast-paced environment, and with excellent planning and organisational skills, you’ll perform consistently well under pressure. You will be able to demonstrate the importance of putting the customer at the heart of everything you do.

It would also be ideal if you are working towards, or have already attained, a Chartered Banker certificate, although this is not essential.

We’ll also look to you to demonstrate:

- The ability to identify and implement continuous improvements
- Strong interpersonal and communication skills

Salary dependent on experience

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