Morson Group

HR Customer Support Team Leader (BB-A67E5)

Found in: Neuvoo UK

Description:

Human Resource Customer Support Team Leader; Fulwood, Preston; 6 month contract; £14.22/hr PAYE plus hols or £18.00/hr LTD

Are you looking to become an integral part of the HR Service working with our client BAE Systems?

Their Customer Support Team Leaders are responsible for providing direction, instruction and guidance for a team of Customer Support Advisors. The Customer Support Team operates multi-channel interaction with BAE Systems employees and suppliers.


Key responsibilities and accountabilities;
Managing and monitoring of the team performance to ensure service performance measures are achieved.
Supporting, leading and coaching individuals within the team.
Completion of team performance and development reviews.
Completion of return to work absence interviews.
Champion and support the implementation of change within the team.
Complete monthly team quality checks
Forecast and manage weekly team rota and team annual leave allocations
Build and develop effective relationships with colleague groups including internal HR, Shared Services and wider external BAE business
Ensure operating procedures and process standards are adhered to, including (but not limited to), internal call quality measures, data protection and confidentiality guidelines.
Support and drive continuous improvement and implementation of new processes both within the HR Support team and HR Shared Services
Act as an ambassador for HR Shared Services and display desirable behaviours
Assist or host visits from internal service providers and corporate visits from both prospective and existing customers.
Flexibility to work both out of hours and across BAE Systems sites, within reason, as required.

What we are looking for in you;


Essential
Proven ability to lead, coach, motivate and manage a team to achieve the highest standards of performance and accuracy.
Experience of working within a Contact Centre environment with managed multi-skilled teams, high volume processing and customer interaction
Excellent communication skills and attention to detail
Self-motivated, enthusiastic with a positive attitude
Good proven IT skills, in particular MS Excel and MS Word
Prepared to work flexibly to support team members
Ability to work under pressure

Desirable
Personal credibility and professional confidence
Experience of continuous improvement
Relationship building and influencing skills
Familiar with HR policy and practice
Ambition to progress and build a long term career
Able to build excellent relationships and influence the customer


Inside IR35


Morson is acting as a recruitment business in relation to this vacancy

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