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

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

1 week ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

Team Leader
Our client is a major UK High Street Bank.

Newcastle Upto Tyne

  • NE27


We are looking for a passionate Team Leader to join a growing department, an experienced leader with a proven track record in leading teams and getting the best out of colleagues to drive service excellence.

Spending most of the time guiding and coaching the team to help them achieve their goals by providing the team with clear objectives and develop them in their ability to deliver excellent customer service across a wide range of queries and problems.

You will have experience in dealing with a broad range of performance management and people development, all the time demonstrating great leadership skills.


What we're looking for in a Customer Service Team Leader:

  • A proven track record in a customer service management.
  • Customer oriented first and foremost, someone that is passionate about delivering exceptional customer service.
  • Team player who has a genuine interest in helping others. Someone that will lead by example, be friendly and approachable, and demonstrate a "can do" attitude. Helping to develop a culture of working together.
  • Someone that has excellent communication skills; especially being a good listener and able to understand customer and colleague needs.
  • A keen eye for detail and high levels of accuracy, solid administration, and IT skills with good knowledge of MS office, including excel and PowerPoint for reporting and presentations
  • Excellent organisational and time management skills

Responsibilities of Customer Service Team Leader:

  • 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.
  • 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 to support the achievement of required service levels.
  • Proactively build and maintain relationships between teams and departments

Experience

  • Customer Service Management experience whether that is face to face or over the phone
  • Contact Centre experience would be extremely advantageous
  • People Management including Coaching is essential
  • Experience within Financial Services, or other regulated environment is highly desirable.
  • Experience of dealing with vulnerable customers also highly desirable.

Rate/Salary:

Job Overview:


Location:
Newcastle upon tyne, ne27-
Practice Area: Customer Service
More jobs from Russell Tobin
See all jobs of Russell Tobin