Customer Services Team Leader - Barrow-In-Furness, United Kingdom - Liberata

Liberata
Liberata
Verified Company
Barrow-In-Furness, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Customer Services Team Leader

Key tasks and responsibilities:


Key Deliverables:


  • Ensure individual performance targets are met
  • Ensure individual quality targets are met
  • Where process instructs, ensure customer queries are dealt with to completion while mínimalizing the need to pass the query to another party, and also mínimalizing the need for the customer to make further contact
  • Maintain a high quality of work, in accordance with departmental and service agreements including client procedural and financial standards
  • Observe confidentiality and data security of document handling.
  • Adherence to all company policies and procedures applicable to this role. This includes but is not limited to HR, Health and Safety, Finance, IT, GDPR, Information Governance, Business Continuity, Marketing & Branding.

Key Tasks:


  • Coach and support your team deliver to meet contractual targets and monitor individual performance
  • Equip your team to deliver in line with operational (procedural) standards.
  • Ensure team members are managed within Liberata policy and procedures.
  • Ensures team members are kept up to date with latest company\service news and policy.
  • Support line manager with/at meetings.
  • Supports service line initiatives and strategy.
  • Liaise with internal\external bodies, ensuring the promotion of service.
  • Responsible for personnel data in compliance with the data handling policy.
  • Drive Engagement and Positive communication with team members
  • Give positive feedback and reward your team
  • Develop your team to not only be the best in their role, but to be ready for any future development opportunities.

Essential Skills and Attributes:


  • Experience of working in a Customer Services environment
  • Experience of dealing with challenging situations and difficult customers
  • Ability to manage teams within a performance and quality framework
  • Able to build excellent working relationships with all stakeholders
  • Ability to identify risks which will impact service delivery and plan accordingly
  • Providing solutions to problems and demonstrate a 'can do' attitude
  • Knowledge and use of Microsoft Word; Excel and PowerPoint
  • Strong verbal and written communication skills with all stakeholders
  • Good organisational and time management skills
  • A motivator of staff to help them achieve their targets
  • Education to GCSE level or equivalent


Liberata is one of the UK's leading providers of business process outsourcing and support services for the public and commercial sectors.


Founded in 1975, Liberata has been serving central and local government for over 45 years as a trusted and reliable operating partner.

Delivering specialist business process services where business knowledge is critical at every stage, our highly experienced and dedicated teams care about helping governments get results and achieve the highest levels of service.

Many of our services and solutions are available for procurement under various Government frameworks.
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