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An exciting opportunity has arisen for a Customer Service Team Leader to join an established team on a full-time, permanent basis. The successful candidate will ideally have experience working within a call centre environment, a good understanding of CRM, reporting and experience leading a team.
The Customer Service Team Leader will be responsible for overseeing the team’s performance which will include planning, coordinating, coaching and developing plans to achieve the departments targets.
Key tasks
- Determine, plan and direct work flow with the phone team daily
- Analyse work flow issues and implement workable solutions.
- Conduct staff 1-1 Meetings (support, informal, appraisals, RTW etc.) and reporting to Operations Manager
- Pulling daily reports on CRM
- Prepare rotas for phone & colleague support teams
- Authorising annual leave
- Report absences on the internal system and to HR
- Give clear direction and leadership to the team
- Achieve call turn around within set timeframes
- Chair return to work meetings
- Support with HR including recruitment, inductions and reviews
- Handle customer enquiries and complaints.
- Plan and organise the purchase of supplies in accordance with purchasing policies and budgets.
- Attend weekly EOS leadership meetings
Key skills and experience:
- Previous experience working within a Team Leader position
- Excellent organisation and management skills
- Confident and assertive decision maker
- Strong verbal and written communication skills
- Positive and motivational
If you do not hear from a consultant within 1 week of your application, then unfortunately, on this occasion you have not been successful
