Team Leader - Perth, United Kingdom - Stagecoach

Stagecoach

Verified Company

Perth, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Salary
Job replacement

Due to the recent change we now have a Vacancy for a Team Leader to join the Perth Service Centre in Perth

_The most important skill you will possess is a passion for creating a culture where your people put the customer at the heart of everything they do; the standard to aspire to is where every single customer is treated as well as you would expect one of your own family to be. _

Job Purpose

This role provides people focused operational leadership to a team of around 14 Customer Engagement Advisors (C E As) who are responsible for delivering exceptional service to Stagecoach customers who ̃ contact us in a variety of ways across voice & digital platforms.

You will motivate & inspire this team to be at the top of their game and deliver brilliant outcomes for both customer and business, by driving a culture where every customer feel s lis tened to, understood and treated li ke an individual.

Using our outstanding technology, your team will use their technical skills to strive for the most effective first-time resolution.

Flexible, adaptable, and proactive; the Team Leader ensures that their people are able to respond effectively to changing custom er needs, and tailor ou tcomes based on individual requirements - _and you will _work _closely _on a daily basis _with our regional operational centres _in order to _facilitate _this.

You will help Stagecoach stay ahead of the game by encouraging your team to identify themes in their customer interactions, and you will cascade these to your Operations Manager & Head of Service Operations (HOSO) in order to drive improvement activity at company level - helping us find creative ways to make life easier for future customers who may encounter the same challenges.

Principal a ccountabilities**
Your key responsibilities will
include: -

Role model and embed positive Stagecoach behaviours; ensuring that customers are at the heart of everything you do & making it easy for your team to understand the role they play.
Inspire, empower, support and challeng e your team in equal measures, and create a fun & engaging envir onment in which they can thrive and deliver brilliant customer experiences.
Play a full and effective part in recruitment and L & D, so that we attract and retain the best talent.
Formal (1:1s and objective setting, conduct & capability management ) and informal performance management (coaching), driving a culture of selfgrowth and continuous improvement.
Re cognise high performance and positive behaviours, and face into low performance equally well.
Supporting your team to deliver a highquality score.
Deliver a strong balanced performance across all operational and customer metrics, with formal and informal call listening and case review activity at the heart.
Work closely with your peers at our regional operational centres to find effective customer resolutions and collate themes which you will cascade to the Operations Manager
Establishing meaningful relationships and networks across your immediate team, wider PSC teams and across your regional operational centre in order to build effective stakeholder relationships, whilst promoting continuous improvement through ongoing account management with your relevant stakeholders
Lead and contribute to site projects; specifically (but not exclusively) the site Engagement Plan.
Deliver information in an engaging style; la nd ing messages clear ly & wit h context educating your team so that they can adapt to change, and always understand both ̃the what' and ̃the why '.

Person requirements - qualifications, experience & c ompetencies**
Additionally, we would also expect the
following: -

Knowledge and unde rstanding of contact centre KPIs, with a p roven track record of setting ambi tious targets and delivering high performance across all operational, customer and people metrics; preferably within a multichannel contact centre environment.
Proven ability to motivate, empower, coach and develop people into ̃leaders of the future '.
Understanding of how to raise capability within a team and build a sustainable platform for continued improvement, working closely with L & D to shape form al learning programmes.
Great communication skills; able to land a variety of messages creatively whilst driving people engagement through high levels of integrity and a strong leadership presence.
Understand ing of what creates a high performing team, using individual and team strengths to create an environment in which people can grow.
P assion for selfdevelopment and the development of others, using a wide range of creative solutions to deliver rounded performance and great team behaviours
Understanding of your own leadership style and how to motivate others & achieve great results.

Above all else, you will help shape a culture where peers value & respect each other, their wider Stagecoach colleagues and their workin