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Customer Service Team Leader

Accrington

Job Details

Location

Huncoat - Contact Centre

Contract Type

Permanent

Working Pattern

Full Time

Salary

£25K

Closing Date

30/04/2019 11:00

Customer Service Team Leader

We are looking for a qualified team leader to manage our team and provide effective guidance. You will be responsible for supervising, managing and motivating team members daily.

As a team leader, you will be the contact point for all team members, so your communication skills should be excellent. You should also be able to act proactively to ensure smooth team operations and effective collaboration.

Ultimately, you should lead by setting a good example and engage the team to achieve goals

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

  • Create an inspiring team environment with an open communication culture
  • Oversee day-to-day operation
  • Listen to team members’ feedback and resolve any issues or conflicts
  • Recognise high performance and reward accomplishments
  • Monitor the quality of returns/replacements. Also, to help minimise the number of chargeable returns into the business
  • To provide clear and concise information to a team on new products and procedures
  • To be part of the recruitment process of new staff and integration into teams
  • To manage capability and conduct issues as per the correct company procedures
  • To act as a final level for escalations
  • To manage, implement and deliver 1:1s, coaching, training and personal development plans and/or improvement plans for a team of advisors
  • To perform telephone duties when required

PERSON SPECIFICATION

Qualifications / Experience

  • Experience working in a contact centre environment - Essential
  • Experience managing/supervising others - Essential
  • Experience of dealing with High Level Complaints - Desirable

Knowledge / Skills

  • Working knowledge of Microsoft applications - Essential
  • Understanding of phone systems and how to manipulate to generate best performance - Desirable
  • To overcome obstacles and drive good performance - Desirable

Personal Qualities / Behaviours

  • Flexible and able to react - Desirable
  • Ability to travel for occasional off-site meetings - Desirable
  • Proactive – ability to work without supervision and to use own initiative - Desirable
  • Lead by example - Essential