Customer Service Team Leader - Nantgarw
The rewards
- £17.95 per hour
- Hybrid working options available once training is completed: 3 days in office, 2 days from home
- Opportunity to apply for the permanent post
Hours
- 37.5 hours per week, Monday to Friday
The role of Customer Service Team Leader:
- Lead a team of 10 agents
- Monitor and supervise the work of a customer services team, to meet and maintain department performance and quality standards
- Analyse monthly performance reports against agreed metrics, monitor performance and quality in line with departmental objectives, and identify and implement training needs of team members
- Deputise for the Contact Centre Manager in their absence
- Manage and motivate team members in order to maintain and improve service and standards, and to work effectively to achieve team and organisational goals
- Monitor staff performance; carry out monthly appraisals and be responsible for supporting the personal development of employees within the team by identifying and implementing training needs
- Act as a point of referral for team members, providing specialist knowledge and/or handling escalated customer calls and raising any feedback and complaints where appropriate
- Depending on the objective of the specific role, analyse procedures and processes to identify areas of improvement in relation to either call handling / administrative tasks, and make sound improvements in relation to improving these processes
- Motivate team members and act as role model for the department and the operations centre's mission, vision and values
- Manage and respond to the customer survey responses in a timely manner, providing resolution where appropriate
- Be responsible for organising and delegating admin work throughout the team on a daily basis to ensure an efficient turnaround in line with department SLA
- Ensure that the Manager's inbox is worked in a timely manner, and to a high standard
The ideal Customer Service Team Leader:
- Previous management or team leader experience is highly desirable, ideally experience in leading teams daily in an operational environment
- Experience in a Customer Services environment in a call centre or similar environment is highly desirable
- Essential to have knowledge and experience of administering purchase products, complaint handling and experience in working autonomously and performing to targets
This is a temporary role to start ASAP.
The anticipated duration is 2-3 months.
The company is an award-winning Financial Services company based in the Nantgarw area.
Please note - any successful applicants will have to complete a DBS and credit check as part of the onboarding process.
