Customer Experience Centre Team Leader - Birchwood, United Kingdom - Integral UK

Integral UK

Verified Company

Birchwood, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

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Description

Customer Experience Centre - Team Leader

Role Purpose:

Being passionate about service delivery and people development, as a CEC Team Leader your role is to ensure that your team provides highly efficient service delivery to each of our clients.

You are responsible for the management of inbound customer contact; creation, scheduling and dispatch of work to Integral engineers and our trusted supply partners; the compliant closure of these work orders all while ensuring that we achieve our stringent KPI's.

Through effective coaching, mentoring, development and quality management, you will develop and motivate your team to achieve first class customer service, driving confidence in our delivery to both our external and internal stakeholders.

Working in a matrix management environment, you will also align into our Engineering and Account management teams to ensure that all aspects of our client's delivery is seamless as we operate and drive success as one team.

Calm under pressure and full of initiative, your focus will be to enable your team to be successful.

Always focused on achieving contractual KPI's, you will address performance challenges in a timely way and ensure that process & quality standards are adhered to.

You will be able to use our standard operating models, playbooks and data to analyse performance against targets, KPIs and SLAs and above all ensure that customer service delivery is at the heart of everything your team does.

Main Duties & Responsibilities:

Manage, lead, and develop a team to deliver customer excellence to the contracts they support in their region / cluster
Lead the team to achieve customer and client satisfaction by ensuring first time resolution to all customer enquiries raised, correct allocation and dispatching of work to both our internal engineering teams and external supply partners, and compliant closure of work across Integral and client systems
To increase stability through standardisation, embedding consistency in process and operating methodology, which drives confidence in our delivery
Provide robust people and team management principles, such as effective leadership, motivation techniques, performance management, quality principles, and development initiatives to ensure that the team meets and exceeds targets and expectations
To identify opportunities for continual improvement to service delivery, initiating changes to the benefit of our clients, liaising with internal and operational management teams to gain buy in across all departments and service delivery areas
To ensure that the team are fully equipped to complete their tasks through regular 1:1's, training, coaching and development activities
To monitor the daily performance of the team, providing timely feedback and acting on poor performance where necessary
To operate within contractually set service level agreements, policies, procedures, and targets
Responding to escalations to support the client through to complete resolution, ensuring you and your team take ownership.
Take ownership for resolving queries and completing the actions required to ensure that all customers receive the highest quality of service
Responsible for call quality performance across the team by completing individual call quality sessions both side by side and remotely to ensure that all quality measures are adhered to as per your daily, weekly, and monthly KPI targets.
Responsible for conducting coaching sessions for each member of your team to enhance their current skillset and increase performance capability
Responsible for identifying trends in performance and placing the appropriate measures in place to increase performance in a timely manner including Performance Improvement Plans once all other avenues have been exhausted.
Responsible for team engagement by running daily buzz sessions, team meetings and running incentives within the CEC.
Responsible for ensuring that your teams' knowledge on process, procedures, business and contract awareness is at the necessary level to enable your team to dispatch their duties to the highest quality standards.
Responsible for minimising, managing, reducing errors within your team.
Duty Manager responsible for the Centre when no available senior managers are on site i.e. weekends, covering holidays, absence etc.
Responsible for ensuring that your teams are aware of call statistics, KPI's and any other relevant targets and visuals to aid them in dispatching their duties.
Responsible for all HR process and procedures ensuring that they are followed to the letter in a timely manner within set parameters.
Ensuring that you always act as a role model and conduct yourself with professionalism regardless of the situation
Expected to work as part of the wider team and collaborate with your peers to cover activities for other teams when your peers are off the floor.