Team Lead - Newcastle upon Tyne, United Kingdom - Russell Tobin

Russell Tobin
Russell Tobin
Verified Company
Newcastle upon Tyne, United Kingdom

1 month ago

Tom O´Connor

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Tom O´Connor

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Description
Team Lead

Newcastle upon Tyne. UK

Responsibilities of Customer Service Team Supervisor:

  • Responsible for the day to day management of a team of around 10 colleagues.
  • Lead, motivate, praise and encourage colleagues through open and honest communication.
  • Monitor and review individual colleague and team progress against business objectives.
  • Through regular coaching, enhance and improve colleague performance, where applicable proactively identifying performance and/or conduct related issues and managing these in line with the department's training and competency framework.
  • Being visible by floor walking to provide fast and accessible support to colleagues dealing with Customer enquiries.
  • Take ownership and responsibility for complex and/or escalated calls where a customer requires more senior involvement with their enquiry. Providing appropriate feedback and coaching upon completion of complex/escalated call to help develop colleague knowledge and experience with real time examples.
  • Where required, support the team and service levels by personally handling customer calls alongside other colleagues. Lead by example by providing an excellent standard of customer service.
  • Monitoring and managing adherence to schedules/shifts to ensure colleagues are working efficiently in order to support the achievement of required service levels.
  • Manage attendance and comply with absence management policy to ensure operation is not adversely impacted.
  • Proactively build and maintain relationships between teams and departments
  • Use a wide range of communication tools (including Huddles/Stand-Ups, Buzz Sessions, Team Meetings) to effectively communicate business expectations, provide updates and positively promote business and process change, ensuring colleagues have the confidence to always provide excellent service to customers.
  • Encourage an environment where regular feedback from colleagues is gathered, listened to and actioned to help continuous improvement.

Rate/Salary:

Job Overview:


Location:
Newcastle upon Tyne, Tyne & Wear-
Practice Area: Customer Service
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