Address
Form of work
SalaryFixed term contract to cover Maternity.
Salary - £12.86ph - £26,748
Hours – 40 hr working week – 8am – 20:00hrs on a rotational basis, working 5 out of 7 -( 1 in 3 weekends)
Northampton
We have a great opportunity for a Service Driven Team leader to work for a vibrant and fast paced service delivery team.
The Customer Services Team Leader plays a pivotal role in ensuring exceptional service delivery to clients by effectively managing Customer Service agents. This is a great opportunity for an individual who is looking to take that next step in their management career – maybe you are currently working as a Senior Customer Service individual who has been looking after a small team, or someone that is a Team Leader looking to gain exposure as a Supervisor and continue to build your management skills – if so then this could be the perfect role.
Duties
- Manage labour deployment within teams during shifts to achieve their targets efficiently.
- Coach and mentor agents to ensure optimal performance and adherence to role requirements.
- Provide agents with necessary development and support to excel in their roles.
- Collaborate with other Supervisors to maintain 24-hour depot performance, offering assistance to other shifts as needed.
- Support agents in implementing Performance Leadership techniques sensibly and effectively.
- Encourage and facilitate the submission, evaluation, and implementation of Continuous Improvement principles and ideas.
- Support agents through active floor walking, demonstrating role model behaviour.
- Ensure respectful treatment of all employees, visitors, and contractors.
- Take ownership of managing holiday and sickness absence within the shift.
- Act as a deputy for the Customer Experience Manager when required.
- Drive personal development by continuously improving knowledge, skills, and awareness.
- Minimise call wait times to enhance customer satisfaction.
- Maintain excellent call quality within the team.
- Provide support to resolve escalated situations.
- Offer guidance during training sessions to equip agents effectively.
- Generate regular reports for performance evaluation.
- Ensure compliance with company procedures among all staff.
- Promote a proactive approach to GDPR compliance.
- Develop and implement working practices to boost productivity across the call centre.
- Assist the Customer Experience Manager in meeting call centre targets.
The Candidate
- Proven experience in a Customer Service environment.
- Strong leadership, coaching, and management skills.
- Effective communication skills across all levels, with the ability to address challenges appropriately.
- Proficient problem-solving abilities, utilising initiative to resolve issues.
- Dedicated team player committed to achieving shared goals.
