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Customer Service Team Leader

Accrington

Job Details

Location

Huncoat - Contact Centre

Contract Type

Permanent

Working Pattern

Full Time

Salary

Up to £25,000 DOE

Closing Date

30/08/2019 11:00

Job Description

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

  • 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

Experience within a contact centre is essential

Experience of managing/Supervising others

Strong microsoft knowledge 

Hours we work:

1 in 3 Saturdays (9-5)

Mon-Fri hours vary depending what shift pattern you work.

Earlies- 8-16:00/16:30 or 9-17:00/17:30

Lates- 10-18:00/18:30 or 11:00- 19:00

 

Hierarchy

Hierarchy

Your place in our world

Customer Service Operations Manager
Customer Service Team Leader
Customer Service Advisors