Location Stroud
Job-type Permanent
Salary £23k - 26k per year
Contact Andy Haddon
Call Andy
Email andrew.haddon.32BE97C93.0@applybe.com
Reference 98518

Customer Service Team Leader

£23,500 - £26,000

Stroud (Hybrid)

Our client are a national client who are seeking an a team leader to join their growing team based out of their Stroud office.

Responsibilities

  • Managing the ongoing development of the team including managing staff performance and productivity against agreed objectives & skills levels. 
  • Ensure regular PDR’s (1-1) and skills level appraisals are completed for all team members, and regular coaching sessions are in place to enable continuous development of the team. 
  • Ensure regular quality checks are undertaken with the team, and all feedback is given and recorded appropriately, and any required training and coaching is arranged. 
  • Ownership of real time call management for the department 
  • Work with other Team Leaders to ensure effective running of your team, and a seamless customer journey 
  • Effectively recruit new team members and facilitate their training 
  • Planning and objective setting for all team members to deliver against business objectives. 
  • Ensure the resolution of external and internal customer originated queries in given time-scales 
  • Manage relationships with internal and third-party customers to ensure excellent customer service is delivered 
  • Be the escalation point for the teams internal resolutions and complaints 
  • Understand the work types and workloads coming into the department and ensure this is relevant, resourced, and resolved efficiently 
  • Create and maintain strong relationships with other departments to promote excellent customer service always 
  • Produce weekly and monthly reports to agreed timescales

Skills: 

  • Experience of team leadership skills, with a track record of motivating others and people management is essential 
  • Experience working within a customer services/customer facing environment is essential. 
  • Ability to effectively coach, train, and mentor team members 
  • Experience in providing feedback in a constructive manner 
  • Ability to set and monitor objectives for team members 
  • High level of numeracy, accuracy and problem-solving ability 
  • Excellent attention to detail 
  • Excellent planning and organisational skills 
  • Report writing and monitoring ability 
  • Excellent written and verbal communication skills 

Behaviours: 

  •  Exceptional team player who builds open and supportive relationships both internally and externally. 
  • Flexible and adaptable approach to work. 
  • Strong emotional intelligence - able to utilise a range of management techniques to get the best out of your team 
  • Creative and innovative. 
  • Solutions focused. 
  • Engaging, motivating and positive attitude and style. 

If You have any questions about the role please contact Andy Haddon on 01453 796617