Team Leader

Salary: £26,000 per year

Team Leader 

Job Description:

The Team Leader is responsible for working as part of and supervising a team to deliver the highest possible standards of customer service. Able to follow individual brand requirements and directives, ensuring that service level agreements and performance targets, both on an individual and team basis, are maintained.

Key Responsibilities:

• Implementation of full training package, ensuring up to date and ongoing training is provided to all team members and recorded
• Through continuous improvement, identify potential company training requirements which would assist in the reduction of repeat failures.
• Ensure that you and your team are kept fully up to date with new and amended SLA’s
• To record all client issues and feed back to your Line Manager and Account Managers where necessary
• Review performance and adherence to agreed SLA’s in real time via the company’s internal systems targeted and exceptions reporting, liaise with Management Team as required
• Act as a first level point of contact for network members, clients, suppliers, customers, partners and your team
• To receive incoming calls and emails and act promptly, dealing with all enquiries or actions in a professional manner
• Ensure that all admin tasks are completed with SLA including deployment of claims
• Ensure that everyone within the team are responsible for answering calls within targeted timescales by monitoring telephone reporting tool and wall boards
• Monitor email inboxes to ensure they are actioned within agreed SLA
• Report on telephone and email performance to your Line Manager
• To ensure the accurate and detailed recording of all information utilising the company’s management systems so as to provide comprehensive audit trails. Undertake audits as agreed with your Line Manager
• Manage customer complaints in line with company policy
• Ensure that full in-depth information is captured and logged to enable full reporting
• Ensure that everyone within the team are responsible for processing and resolving expressions of dissatisfaction within FCA guidelines and internal/external SLAs
• Assist with root-cause analysis reviews as required
• Where required and authorised, ensure hire is provided, recorded and managed correctly to ensure costs are kept to a minimum
• Liaise with other departments to seek assistance and resolution where required
• Provide structured reporting for analysis and management of the department

Essential Requirements

• Min 1 year experience leading a team

• Proven success in leading and motivating a team to achieve business targets

• Proven ability of coaching, mentoring and implementing action plans to grow a team to achieve business set targets

• Excellent oral and written communication skills

• Customer focused

• Resource planning to ensure business SLAs achieved

• Ability to work under pressure and prioritise own work to achieve deadlines

• Good knowledge of Microsoft Office

Desirable Requirements (not essential)

•  Intermediate Microsoft Excel qualification

• Previous experience of working in a Contact Centre in a leadership position