Zenith People are proudly representing a contact centre who is moving premises to Newcastle. The company are looking for highly motivated individuals to create a professional and diverse culture.

The Role:
– Provide day to day leadership and management of their customer service team (recruiting, compensation, development, coaching, training, know how management, resource planning)
– Responsible for the continuous improvement of service delivery, including call and email quality and providing quality uninterrupted service to customers and clients by ensuring delivery of
the highest standard of customer services at all time
– Ensure all administrative duties are completed efficiently and accurately and according to Company process and policy.
– Drives the customer complaint management for their team
– Provide a support infrastructure, coaching and training to the Contact Centre team to improve quality of performance and improve the customer experience
– Provide supervision and support to the Contact Centre team to achieve or exceed agreed target performance, and to ensure that company standards and policies are adhered to and maintained
– Handle calls and respond to emails as required to support service level delivery
– Assist with the flow of internal communication between all departments of the organisation
– Facilitating weekly team huddles to share best practice, drive performance and to effectively communicate to your team
– Take initiative and leadership in projects and root cause problem solving
– Responsible for the continuous improvement of service delivery, including call and email quality
– Advise and coach staff on facility information and agent refunds, ensuring staff are aware of updates and processes
– Responsible for overseeing performance management processes for the Customer Services team; reporting on team performance to the Customer Service Manager as per agreed timeframes
– Conduct call quality reviews with each agent on a weekly basis; provide feedback to ensure continuous improvement of service delivery
– Manage performance appraisal processes for the Customer Services team as required
– Participate actively in recruiting process
– Manage staffing levels and productivity rates to ensure required SLA’s are met through all channels

Person Specification:
– Excellent communication skills – Fluent English language skills and the ability to liaise with Stakeholders on a day to day basis via telephone (excellent telephone manner), email and face-
to-face in a clear, caring, concise and professional manner
– Team leader training/certification
– Previous experience in a team leadership role
– Consistent track record in achieving targets and SLA’s both individually and within team, particularly in achieving a high standard of customer service
– Able to create and maintain strong working relationships with clients, external suppliers and internal colleagues
– Able to prioritise and manage workload effectively and to specified deadlines
– Problem solving skills: able to identify the exact details of a problem through a rational process and able to take steps to ensure a successful resolution Ability to lead, motivate and
coach a team in delivery in exceptional customer service
– Attention to detail, able to document details of issues clearly in a concise understandable manner
– Team Management/ Coaching capability
– Advanced skill level in Microsoft Office Suite i.e. Word, Excel and Outlook (e.g. macros, database lookups)
– Advanced IT know how about data base structure, process automation, CAS solutions
– Knowledge of working with a complex CRM database preferred
– Strong empathy with high social competence and desire to help and support others
– Customer oriented and always demonstrates professional and courteous service
– Proactive, uses initiative, demonstrates self-motivation and drive

Apply Today!

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