01892 860 909

info@flossagency.co.uk

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Customer Service Team Leaders

Job Category: PA, Administration & Customer Service
Job Title: Customer Service Team Leaders
Job Reference: 12012
Job Location: Croydon
Job Salary: 26K PA
Job Type: Permanent

To lead, motivate and develop the team to enable the delivery of a customer centric service and experience. To ensure productivity and efficiency is maximised in order to deliver a level of performance that achieves our contracted Key Performance Indicators and Service Level Agreements.

Hours

This position is based on a 35 hour week shift basis, between the hours 06.30 and 22.00. However, our business can be unpredictable and there will be times when we need you to work longer. Team Managers also work on an On Call rota.

Coaching and Development
We need you to support and guide your team to ensure they perform at optimum levels

Communication
Structured, regular two way communication is important, especially in a shift environment

Performance and Shift Management
You will have a fixed team but may on occasion also be responsible for others. We need you to get the best out of your team in all respects

Quality Focus
Our service is our key differentiator. We have to provide great service and deliver a really positive customer experience at all points of assistance. However, it’s also important not to lose sight of the commercial objectives.

Planning, budget and cost control
You have a set of resources to deliver the performance we need and you along with your Manager are responsible for managing the budget and planning your resources to maximise cover and minimise unnecessary expenditure

Complaint Management
Complaints often originate in real time. A key part of your role is to be aware of situations which are likely to become complaints, and to intervene as soon as possible.

Team Management
You’re responsible for your team and that comes with a lot of administration
We work in a professional environment so your behaviour and appearance must reflect that.

Evidence of experience within the following areas:

Essential

•Educated to the equivalent of GCSE standard or equivalent
•Team Management training in areas such as resource planning, conducting appraisals etc. as well as having been trained in coaching and/or auditing, objective setting.
•Practical experience of working within a Team Leader /Team Manager role within a similar call centre environment.
•Experience of leadership, team building and problem solving.
•Ability to organise workload and meet challenging targets.
•Experience of complaint handling and report writing.
•Good practical experience of Excel and Word.
•Delivery of excellent customer service demonstrated within own work and through managing teams.
•Good geographic knowledge as our customers are based throughout the UK and in Continental Europe.
•Strong interpersonal skills with the ability to liaise with both internal and external shareholders.
•Self-motivated, credible and confident approach to work.
•Flexible and available for external meetings on client sites.

Desirable

•Educated to the equivalent of A level standard
•Previous training in conducting disciplinary meetings and/or absence counselling as well as creating personal development plans.
•Personal interest and basic technical understanding of vehicles.
•Driving licence.

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