Cusomter Service Team Leader

Description

Role: Cusomer Service Team Leader

Location: Basildon

Permanent – Full Time 40 hours

Salary: £32k per annum

About the Role

As a Customer Service Team Leader, you’ll be responsible for ensuring the Basildon contact centre operations delivers the required performance, whilst continuing our commitment to delivering a great customer contact experience through a variety of customer contact channels, i.e. phone, email, video, social etc.

Assessing resourcing requirements and supporting the day-to-day activity, you’ll support the Management team in the delivery and achievement of the annual and 5 year plan and lead colleagues on your team to develop best practice and implement change.

You’ll undertake quality assurance and drive a culture of ‘right first time’, as well as assisting and working alongside the Customer Performance Manager to manage the KPI’s and ensure SLA’s are adhered to.

You’ll resolve complaints and acknowledge compliments, implementing action plans to address any areas of dis-satisfaction. You’ll communicate and manage annual leave and absences and use initiative to assist the team when necessary, covering absence and busy periods.

Description of role:

Customer Team Leader will ensure the Hub contact centre operations delivers the required performance, being committed to delivering a great customer contact experience through a variety of customer contact channels which might be; Phone, Email, Video, Social, Correspondence.

Key Responsibilities:

Assess resource requirements and support the management of the day to day activity, ensuring that all team objectives are met within overall time, cost and budget constraints.

• Support the Management team in the achievement and delivery of annual and 5-year plans

• Support the implementation of all our policies, Company and industry standards and initiatives and be aware of contractual compliancy across all projects.

• Lead colleagues on your team to develop best practise and implement change.

• Support a climate of ideas into innovation and motivate others to act on them.

• Identify risks and protect business reputation.

• Assist the Management team in ensuring staff and supply chain understand and utilise KPIs to maximise value.

• Manage team performance in line with Company policy. Motivate your team to exceed targets.

• Support the Management team and maximise service delivery and productivity to achieve high levels of performance.

• Undertake quality assurance and drive a culture of right first time.

• Promote effective use of MSi and other IT systems within the business, ensuring compliance and effective utilisation.

• Hold regular review team meetings.

• Demonstrate the performance of your project through inputting to required reports to the management team.

• Support the Management team in the review of costs.

• Understand and implement solutions in line with the needs of the client and customer.

• Resolve complaints and acknowledge compliments informing the Management team. Implement action plans to address any areas of dis-satisfaction.

• Ensure your team are clear on their roles and responsibilities.

• Assist on the attainment of targets for turnover, absence, promotion, diversity, etc.

• Coach, mentor and motivate direct reports, ensuring development needs are identified and that the PDR process is consistently applied across all your team members.

Benefits

Profit Share Discretionary Annual Bonus Scheme

26 Days Holiday plus Bank Holidays

Enhanced Pension Plan

Private Health Insurance or Westfield Healthcare Cash Plan (24hr GP, dental, optical, physio and more)

Life Assurance & Accident Cover

Share Save

Enhanced Maternity & Paternity Pay

Work Perks Discounts & Vouchers

Buy & Sell Holiday Schemes

Flexible Working & Flexible Bank Holidays

Cycle to Work

Volunteering (2 days paid)

Learning & Development Opportunities

Extensive Wellbeing Support, including EAP

Loyalty & Values Awards

Funded Professional Subscription

Please apply today ro call Leah Seber for more information

Build Recruitment Limited acts as an Employment Business for the supply of temporary workers and an Employment Agency in relation to permanent vacancies. Build Recruitment is an equal opportunities employer

Ad ID: 5416911648