Team Leader - Houghton Regis, United Kingdom - Connells Group

Connells Group
Connells Group
Verified Company
Houghton Regis, United Kingdom

1 month ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description
OTE £40,000 - £45,000+ (Uncapped Commission)

  • Strong Potential for Career Progression
  • Regular Bonus and Incentives schemes
  • Fun Team nights out
Are you passionate about delivering outstanding customer service results? Are you a positive individual who enjoys a fast-paced vibrant work environment and can install this in your own team? Do you now have some experience managing and producing results from a team and want the next step?


Your Role as a Team Leader:

Team/People

  • Hold weekly 121's with your Customer Service Advisors
  • Book 2 to 1's with your Customer Service Manager and Customer Service Advisors
  • Set up PDP meetings
  • Keep head count by recruiting
  • Manage sickness and lateness
  • Be involved with the new starter process/induction and fill out probation form weekly
  • Regularly carry out roleplays and additional training to help develop your team
  • Attend morning managers meetings

Performance

  • Manage the snap shot log in time, worktime etc.
  • Run incentives and motivate your team
  • Manage team KPIs and conversions
  • Manage under performance with coaching, training and possibly the PIP programme
  • Review KPIs with each Customer Service Advisor every morning
  • Set and agree targets with your Customer Service Manager
  • Drive the team to our minimum standards
  • Run buzz meetings with your team to drive performance
  • Keep track of various data sources and the results and conversions from these

Quality

  • Deal with any issues or complaints swiftly, escalating to your Customer Service Manager where applicable
  • Do 1 marked call per CSA per week (if a new starter then 2 per week for the first month)
  • Make sure your Customer Service Advisors pots are well managed and not overdue
  • Spot check calls to make sure quality is there
  • Maintain your teams appointment seen rate 85% +

What is in it for you?

  • Competitive Salary
  • Commission paid off of yourself and your team
  • Opportunity to work in other departments of the business
  • Premier club and top performers trips along with higher earnings potential
  • Management training schemes to grow internally

Skills Required:


  • Ability to multi task and manage different projects in a test capacity
  • Organised, focused and the able to dig into the detail when dealing with high volume and varying data types
  • Leader skills and attributes
  • Good negotiation and influencing skills
  • Excellent listening and communication skills
CC00162


Job Reference:
CC00162
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