Customer Support Team Leader - Doncaster, United Kingdom - Austin Banks

Austin Banks
Austin Banks
Verified Company
Doncaster, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Central Customer Support Team Leader

Doncaster

£28,840


Our well-established client are looking for a Team Leader for their Customer Support team, they are looking for a good communicator and people manager.

Driving Licence essential due to client location.


Customer

  • Own and resolve complex / escalated issues, ensuring a satisfactory outcome for the customer in line with company policy and protocol.
  • Work closely with the wider business to resolve new and historic issues that impact the customer journey.
  • Demonstrate strong and effective leadership skills to create an environment where the customer is at the heart of all activity.

People

  • Motivate, coach and develop the team to ensure they collectively and individually meet and exceed personal and company targets/SLA's.
  • Create a team and culture that lives and breathes the values that increase morale and reduce employee turnover.
  • Undertake regular 121's, contact monitoring, performance reviews and create supporting performance plans that drive improvements.
  • Address and manage performance / behavioural issues, undertaking meetings whilst following company disciplinary, grievance and absence processes.
  • Ensure Central Customer Support standards are consistently followed and safe working practices are undertaken.
  • Support the Head of Central Customer Support to identify future talent.
  • Use Employee Survey results to increase engagement and enablement levels.
  • Consistently display role model behaviour and positively support the brand.
  • Ensure the smooth running of the Central Customer Support team and completion of all shiftrelated requirements.

Performance

  • Effectively communicate at both group and onetoone level to colleagues, internal departments and customers.
  • Take responsibility for own personal development to fulfil role requirements.
  • Monitor and analyse data in relation to key performance indicators and make such as adherence including Cost per Contact, Reshop %, Productivity.
  • Monitor contact flow / volumes and ensure appropriate staffing levels are in place, effectively managing real time resource to meet business SLA's.
  • Proactively seek improvements to processes and procedures.
  • Keep own knowledge and skills up to date. Seek opportunities, internally and externally, to increase knowledge of the business and / or Contact Centre industry.
  • Manage and drive the daytoday behaviours and efficiency of the floor, break times, productivity

Experience / Qualifications:


  • Experience of effective stakeholder management and cross functional working
  • Proven team management experience
  • Customer service experience is essential

Salary:
£28,840.00 per year


Benefits:


  • Work from home

Schedule:

  • Monday to Friday
  • Weekend availability

Work Location:
One location
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