Contact Centre Team Leader - Warrington, United Kingdom - Omni RMS

Omni RMS

Verified Company

Warrington, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Team Overview

The role of Consumer Contact Team (CCT) is to support the interests of citizens/consumers in accordance with the Communications Act 2003 & Online Safety Bill.

Purpose of the Role

We aim to deliver best-in-class customer service with a consistent feel and professional approach, supported by business processes and an induction training framework that represent industry best practice.

Key responsibilities

Achieve KPI's/SLA's across all contact types (calls, written, web & social media)
Forecast, plan & manage resources to ensure that operational demand is met
Set objectives, coach and develop colleagues in order to continually improve the team or the individual
Build team knowledge and processes, including system changes/requirements
Assess complaint/contact trends and their relevance quickly to ensure the team has the correct information to provide to complainants, and ensure that the wider business is aware of large complaint drivers
Work collaboratively with colleagues in key affiliated business areas

Skills, Knowledge and experience

Previous leadership experience of a multi channel team (calls, written, web & social media)
Experience of team creation and development
High standard of written and oral communication skills
Excellent organisation skills with the ability to maintain focus when under pressure
Resilience when handling sensitive issues
Ability to motivate and lead individuals
A passion for exceeding customer expectations and for customer service delivery
Flexibility and ability to act on own initiative.

Qualifications