• Temporary
  • Birtley
  • Salary: £10.40 p/h

This is an excellent opportunity to join an enterprising business who offer a number of support and information services to business customers. Working as Customer Service Team Leader you will manage a team of Advisors ensuring exceptional performance across the team.

The Role
– To oversee the provision of information and advice to customers in a multichannel environment including web/email/SMS/web chat/social media/telephone support ensuring they receive the information they require and that every effort is made to ensure the intervention leads to a positive tangible impact on their business or business idea.
– To ensure that all of your teams are delivering excellent customer service.
– To ensure the team support the delivery of the wider service including support to knowledge managers
– To effectively manage the team to deliver key business objectives and SLAs agreed
– Develop and lead a culture of continuous improvement to reduce costs, maximise efficiency, staff satisfaction and KPI performance
– Build effective relationships with both internal and external stakeholders in order to maximise opportunities to populate the Knowledge Bank, referral opportunities, customer satisfaction and KPI performance
– Support the digital campaign managers with development of robust and engaging content for the provision of digital advice and information
– To monitor work flow performance across the team to ensure the delivery of exceptional customer service whilst securing KPI’s/targets
– Proactive participation in projects as required ensuring continuous improvement in working practices
– Set and provide clear direction on the service mission, vision, aims and objectives, leading by example at all times
– Take responsibility for ensuring the adherence of the company values and behaviours within their team
– Lead and manage the employment process, from recruitment through to termination, in line with HR policies and procedures, ensuring fairness of access and opportunity to all
– Ensure performance is effectively managed and issues are addressed in a timely and appropriate manner
– Develop people with the right skills, knowledge, attitudes and behaviours to operate to their full potential.
– Engage employees through involvement and communication
– Support employees’ health and wellbeing and maintenance of a good work-life balance
– Ensure efficient workflow by directing and guiding the work of others within team and across functions (as appropriate)
– Recognise and value people’s individual contribution to the company
– To embrace and demonstrate with integrity, the standards and behaviours which underpin the business’s values
– To maintain the highest standard of professional conduct at all times both in business and socially with colleagues, clients, business networks and partnerships
– To commit to the principle and practice of Continuous Professional Development and to undertake additional training to meet individual and organisational needs
– To follow Health and Safety procedures put in place by the business to ensure the safety of you, your colleagues and others who may be affected
– To uphold the business’s commitment to equality of opportunity to all and following the companies Equality, Diversity and Inclusion Policy
– To support the business in achieving its sustainability and environmental aims and objectives
– To contribute proactively to sharing ideas, knowledge and best practice to bring about business improvement
– To undertake any other additional tasks and responsibilities appropriate to the level of this post

The Person
– Basic educational standard (GCSE) to high standard including Maths and English
– Proven leadership qualities and experience of managing a team, preferably within a contact centre environment
– Ability to build constructive and effective relationships, to motivate and lead a team to deliver results in a target driven environment
– Experience of using a Customer Relationship Management database
– Ability to manage performance of a team and achieve Key Performance Indicators across a range of metrics
– Demonstrable ability of working under own initiative
– Ability to understand data and translate it into meaningful management information
– Ability to present information in a professional manner both in presentation and reporting formats

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