Address
Form of work
SalaryJob Specification
Position: Customer Service Team Leader
Location: Chester
Hours: Monday-Friday
Salary: up to £37,000p/a
The Customer Team Leader provides support for all members of the team. They will drive the performance of the team to ensure they maximise results. The Team Leader will manage the team in the absence of a Customer Support Manager and will provide managerial support at evenings and weekends.
Duties:
- Drives productivity in line with agreed Key Performance Indicators thus ensuring performance expectations are met.
- Monitors performance and development objectives for all collections staff
- Acts as role model and leader to ensure Vision and Values are embedded within team.
- Encourages an environment in which personal and business development is seen as key within the team.
- Ensures principles of Treating Customers Fairly are adhered to by all members of the collections team.
- Ensures exceptional levels of Customer Service are achieved.
- Provides effective, ongoing communication to the team and department.
- Provides support and training for collectors to maximise productivity and effectiveness and assist in setting clear objectives for improvement.
- Provides Management Information as required to their line management.
- Ensures the attendance, punctuality and conduct of all employees is in line with company guidelines, ensuring adherence to all codes of practice, policies and procedures.
- Participates in project work, driving business improvements through innovation and new initiatives.
- Complete monthly one-to-one and annual performance reviews, provide training and support to the team, monitoring and appraising them accordingly.
- Maintains targets set by the Customer Support Manager based on departmental and business Bad Debt provision plans.
- Maintains individual targets set in conjunction with the Customer Support Manager to ensure the department exceeds business expectations.
Please call Nicola at HR GO recruitment on 0151 3471110 or email nicola.evans@hrgo.co.uk
