Team Leader - Newcastle upon Tyne, United Kingdom - DXC Technology

DXC Technology

Verified Company

Newcastle upon Tyne, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Back Office Team Leader - Cobalt Business Park
We are looking for a passionate and committed Team Lead to join our Contact Centre team. The role will suit someone who is ambitious, customer service orientated and innovative.

You will have experience in dealing with a broad range of performance management and challenging people issues, all the time demonstrating great leadership skills and drive team performance to achieve all Service Levels.

The Back Office Team Leader will work a 37 1⁄2 hour week, covering 9 am till 5 pm (Monday - Friday) at the Newcastle (Cobalt) Contact Centre, and will report to a Team Manager (based virtually).

The Back Office Team Leader will be responsible for ensuring all documents are received, prepped, scanned, and archived whilst ensuring all outgoing mail is prepped for collection.

As the back-office team leader, you will also be responsible for responding to all complaints received.

Responsibilities:

To be single point of contact for Newcastle office where small team undertake inbound calls, scanning and mail prep.
Investigation work to reunite customers with their funds.
Adhere to and be familiar with Policies / Procedures, processing rules and POca systems.
To crosstrain in all business areas so that cover can be provided for other Contact Centre staff as required.
Adhere to agreed call/ written quality standards.
To follow the DXC.Technology and J.P.Morgan administration policies and procedures with a common sense approach.

Skills required:

Previous experience supervising a small team.
Previous experience working in a Contact Centre. (desirable 12 years however not essential as full training will be provided)
Previous Back Office experience including letter writing. (desirable 12 years however not essential as full training will be provided)
Previous input capture experience, prepping mail, scanning documentation. (desirable 12 years however not essential as full training will be provided)
Excellent telephone manner. (essential)
Ability to work on your own and as part of a small team. (essential)
Desire to go the extra mile for the customers and enhance their customer journey. (essential)

What we offer:

Working for a global leading Technology company on a prestigious contract with one of the world's leading banks.
Competitive salary.
25 days annual leave. (bank holidays in addition)
Company pension.
Ongoing training.
Numerous benefits including dental, Healthcare, cycletowork scheme etc.