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SalaryCustomer Care Team Lead
Salary: £27,000 - £32,000 (dependant on skills and experiences)
Working Environment: Hybrid Work from Home and Work from the office (Newcastle , Cobalt Business Park)
This requires shift working:7.5 hours a day, 5 days a week.08:00-20:00 Monday to Friday 08:00-18:00 Saturday and Sunday
Start date : 5th February 2024
What’s in it for you? A fantastic opportunity to be become a Team Leader in the Virgin Media 02.
Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. With our thought leadership and culture of innovation, we apply industry expertise, diverse skill sets and next-generation technology to each business challenge.
We believe in inclusion and diversity and supporting the whole person. Our core values comprise of Stewardship, Best People, Client Value Creation, One Global Network, Respect for the Individual and Integrity. Year after year, Accenture is recognized worldwide not just for business performance but for inclusion and diversity too.
“Across the globe, one thing is universally true of the people of Accenture: We care deeply about what we do and the impact we have with our clients and with the communities in which we work and live. It is personal to all of us.” – Julie Sweet, Accenture CEO
We are looking for someone who is passionate about Customer Care, sales and people development. As a Team Lead you will be driving performance to meet business objectives and exceed client expectations. The Team Lead will also be the main point of contact for the client and customer escalation therefore outstanding communication skills is essential.
Responsibilities Include
Guide the team to achieve objectives and support the growth of the product
Support a customer focused culture and drive a “right first-time” approach
Equip and prepare your team to deliver a second to none customer experience and drive sales performance
Complete Quality Assurance identifying gaps and implementing appropriate support in coaching sessions
Attend management / stakeholder meetings and appropriately deliver insights / information
Facilitate and deliver training briefs either on a 1-to-1 or group basis ensuring all colleagues have a full understanding of the product as it evolves
Complete gap analysis of skills via a range of methods such as call listening and customer feedback reviews, then implement appropriate training for performance improvements
Monitor and drive your team’s performance to exceed goals, providing them a clear goal and structured support to help them perform at the best of their ability
Performance management: career counselling, coaching, performance development, 1:1's, mentoring
Invest in your own development and growth by ensuring your knowledge is current and relevant in line with product improvements
Identify and implement best practice opportunities
Provide support in resolving complex and/or escalated queries or complaints
Anticipate and resolve risks or issues that are preventable to ensure positive customer outcomes
Implement housekeeping procedures that guarantee customer’s records are secure and held in compliance with appropriate data protection legislation
Educate and lead by example so that the team are aware of and adhere to the department standards, policies and procedures
Sustain performance metrics for self; being a model for agent KPIs and behaviours.
Promote a transparent culture where customers’ expectations are exceeded
Live by and demonstrate the clients core values and be an advocate of our organisation
Required skills and experience:
Previous people management experience in a contact centre environment would be required.
Experience working in with mobile sales/Customer Care is desirable.
A background in cross selling and upselling would be highly beneficial.
Familiarity with telecoms and broadband products would be beneficial.
Strong interpersonal skills
Ability to work on own initiative while in a team environment.
Excellent organizational & time management abilities
Analytical approach to problem solving
Ability to establish and maintain key relationships across both Accenture and the Client’s organization
Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. With our thought leadership and culture of innovation, we apply industry expertise, diverse skill sets and next-generation technology to each business challenge.
We believe in inclusion and diversity and supporting the whole person. Our core values comprise of Stewardship, Best People, Client Value Creation, One Global Network, Respect for the Individual and Integrity. Year after year, Accenture is recognized worldwide not just for business performance but for inclusion and diversity too.
“Across the globe, one thing is universally true of the people of Accenture: We care deeply about what we do and the impact we have with our clients and with the communities in which we work and live. It is personal to all of us.” – Julie Sweet, Accenture CEO
Closing Date : 12th January 2023
We reserve the right to close the role earlier if a suitable candidate is found.
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