Quality Assurance - Newcastle upon Tyne, United Kingdom - CBSbutler

CBSbutler

Verified Company

Newcastle upon Tyne, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job type:

Contract

Town/City:

Newcastle upon Tyne

County:

Tyne and Wear

Salary/Rate:

- £15 - £20 per hour + Inside IR35

Business Sector:

Job ref:

BBBH150816

Post Date:

February 13, 2024

Quality Assurance & Complaints Team Leader

6 month initial contract
On site in Newcastle
Inside IR35
£15 - £20 ph

Skills:

People management experience
Complaints escalation experience

My clinet is looking for a passionate and committed Team Leader to join their Quality Assurance and Complaint Handling team.

Reporting to the Operations Manager, you will be an experienced leader with a proven track record in leading teams and getting the best out of colleagues to drive service excellence.

Leading the team to carry out Quality Assurance activities in the form of call listening/call leveling to identify and understand our contact centre team's strengths and areas for improvement.

Using this information to help prevent customer concerns that lead to complaints.

Where complaints are raised by customers, dealing with these quickly and effectively making sure that customer is back in the position they should have been.

What we're looking for in a Quality Assurance & Complaint Handling Team Leader:

A proven track record in people development and management.
Customer oriented first and foremost, someone that is passionate and empathetic.
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.
Conscientious and reliable individual who is selfmotivated.
Open and trustworthy, who clearly values diversity within a team, and can see the strengths in all individuals.
And of course, 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.

Responsibilities of Quality Assurance & Complaints Team Leader:

Responsible for the day-to-day management of a team of up to 6 colleagues.
Managing and distributing QA workload across the team to ensure ongoing colleague competence, ensuring that customer complaints are identified, captured and resolved effectively ensuring a fair and accurate outcome to our customers.
Lead, motivate and recognise 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.
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.

Experience

People Management including Coaching is essential.
Experience of complaints and/or escalation management is key.
Experience within Financial Services, or other regulated environment is highly desirable.
Contact Centre experience would be extremely advantageous.
Experience working within a dynamic, fast paced environment is preferable.
Experience of dealing with vulnerable customers also highly desirable.