Team Leader Secondment - Leeds, United Kingdom - First Bus

First Bus
First Bus
Verified Company
Leeds, United Kingdom

1 week ago

Tom O´Connor

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Tom O´Connor

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Description

Job Title:
Contact Centre Team Leader

Reports to:
Head of Contact Centre

Location:
First Bus Shared Services, Princes Exchange, Leeds / Remote Working as required.


Contract:
Permanent

Hours: 37.5 Hours spread across Monday - Friday, 8am to 6pm


Salary:
£30,500


Basic Purpose of Role


The purpose of the role is to manage, coach and develop a team of Customer Service Advisors, enabling them to provide all of our customers with an excellent experience.

The Contact Centre Team Leader will enable a culture of 'first time resolution', with cross-functional working as required to support the delivery of business requirements.


Key Accountabilities

  • Enable a culture of 'firsttime resolution' by empowering teams with the tools and knowledge to provide excellent customer service over a variety of processes
  • Ensure a high level of customer satisfaction at all times
  • Ensure teams are supported and know what is expected of them
  • Responsible for the performance and personal development of their team, ensuring the right behaviours to drive delivery
  • Stakeholder engagement with internal and external customers
  • Support the management team to deliver against teaM/Functional objectives
  • Overall accountability for driving team performance through effective leadership and coaching, monitoring and control of KPIs and performance metrics. Encouraging knowledge and best practice sharing.
  • Recruit, induct, manage, and develop teams, managing people resource to deliver service requirements and delivery against KPIs and compliance.
  • Accountable for management of any HR employment related issues, inline with company policies and procedures, not limited to but including disciplinaries, grievances, absence and performance management.
  • Ensure levels of customer service and the quality of output meets required standards through regular quality assurance monitoring.

Skills, Experience and Qualifications required

  • Previous experience of working in a customer centric environment
  • Previous experience of people management, performance management and personal development, including the ability to coach and mentor teams to achieve required performance levels
  • Experience of working to KPI targets and service level agreements
  • Good understanding of relevant policies, processes and practices
  • Internal and external stakeholder relationship management
  • Strong problem solving skills
  • Ability to analyse information and act for improvement
  • Effective decision making
  • Ability to prioritise, manage workflows, delegate and ensure conflicting deadlines are met
  • Excellent communication and interpersonal skills
  • Ability to adapt and support organisational change
  • Confident in the use of technology with strong ITC skills
  • A proven track record of delivering change
  • Previous experience of working in a customer contact centre is desireable
  • Relevant industry qualification or experience
Behavioural competencies

All employees are expected to demonstrate the groups behaviours in their work.

  • Focusing on Customers
  • Seeing the Bigger Picture
  • Changing and Improving
  • Driving Business Performance
  • Building Strong Relationships
  • Developing Effective Teams
  • Working Safely

Company Responsibilities

  • Adhere to all First Bus policies and procedures
  • Undertake any training and development activities at the request of the line manager
Health, Safety and Environmental Responsibilities

  • Champion behavioural change through BeSafe, ensuring that you and your team have positively reinforced safety conversations
  • At all times, comply with your responsibilities within the Health and Safety Policy, ensuring compliance with relevant legislation
  • Ensure that risk assessments are carried out for areas and activities under the role holder's control, that appropriate control measures are implemented and the recommendations are communicated to all of those who may be at risk
  • Report incidents, near misses and dangerous occurrences in a timely manner and ensure effective remedial action is taken
  • Promote and implement, where appropriate, safe working practices by means of campaigns, initiatives and promote a positive attitude to safety through personal leadership
  • Support the Company's environmental campaigns and be aware of FirstGroup annual environmental targets
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