Customer Support Team Leader

Salary: £34,608 per year

Central Customer Support Team Leader

Doncaster

£28,840

Our well-established client are looking for a Team Leader for their Customer Support team, they are looking for a good communicator and people manager.

Driving Licence essential due to client location.

Customer

• Own and resolve complex / escalated issues, ensuring a satisfactory outcome for the customer in line with company policy and protocol.
• Work closely with the wider business to resolve new and historic issues that impact the customer journey.
• Demonstrate strong and effective leadership skills to create an environment where the customer is at the heart of all activity.

People

• Motivate, coach and develop the team to ensure they collectively and individually meet and exceed personal and company targets/SLA’s.
• Create a team and culture that lives and breathes the values that increase morale and reduce employee turnover.
• Undertake regular 121’s, contact monitoring, performance reviews and create supporting performance plans that drive improvements.
• Address and manage performance / behavioural issues, undertaking meetings whilst following company disciplinary, grievance and absence processes.
• Ensure Central Customer Support standards are consistently followed and safe working practices are undertaken.
• Support the Head of Central Customer Support to identify future talent.
• Use Employee Survey results to increase engagement and enablement levels.
• Consistently display role model behaviour and positively support the brand.
• Ensure the smooth running of the Central Customer Support team and completion of all shift-related requirements.

Performance

• Effectively communicate at both group and one-to-one level to colleagues, internal departments and customers.
• Take responsibility for own personal development to fulfil role requirements.
• Monitor and analyse data in relation to key performance indicators and make such as adherence including Cost per Contact, Re-shop %, Productivity.
• Monitor contact flow / volumes and ensure appropriate staffing levels are in place, effectively managing real time resource to meet business SLA’s.
• Proactively seek improvements to processes and procedures.
• Keep own knowledge and skills up to date. Seek opportunities, internally and externally, to increase knowledge of the business and / or Contact Centre industry.
• Manage and drive the day-to-day behaviours and efficiency of the floor, break times, productivity

Experience / Qualifications:

• Experience of effective stakeholder management and cross functional working
• Proven team management experience
• Customer service experience is essential