R00185732 Contact Centre Customer Service Team Lead

Company	AccentureSee more
Address	Newcastle, Down
Category	Customer Service

Job description

Contact Centre Customer Service Team Lead

Location: Newcastle
Level: Career Level 10

Salary: £33,200

We are looking for someone who is passionate about people development to lead a team of Customer Care professionals with the aim of 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 in a customer focused culture
Equip and prepare your team to deliver a second to none customer experience and drive closure of complaints.
Monitor productivity, hours, staffing, quality and compliance
Complete Quality Assurance identifying gaps and implementing appropriate support via remote call listening and side by side coaching
Attend management / stakeholder meetings and appropriately deliver insights / information
Ability to convey information clearly and effectively both written and oral
Facilitate and deliver briefs either on a 1-to-1 or group basis ensuring all colleagues have a full understanding of the product/process.
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 in a fast paced environment
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
Educate and lead by example so that the team are aware of and adhere to the department standards, policies and procedures.
Live by and demonstrate the clients core values and be an advocate of our organisation

Benefits

Required skills and experience: People management/support experience in a contact centre environment Familiarity with Utilities and complaints beneficial Strong interpersonal skills and ability to work on own initiative whilst 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 What’s in it for you: At Accenture in addition to a competitive basic salary, you will also have an extensive benefits package which includes 25 days of vacation per year, access to app-based fitness classes and discounts on range of gyms, private medical insurance and three days leave per year for charitable work of your choice! About Accenture Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services — all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 674,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at accenture.com. Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity, or any other basis as protected by applicable law.

Refer code: 3001406. Accenture - The previous day - 2024-03-16 20:38