Team Leader – Inbound Customer Service

Working on behalf of our client, a financial services regulator, you will be required to directly manage, develop through coaching and monitoring, motivate and organise your team of Customer Service Agents to efficiently and effectively provide help to consumers.

Our client is an independent non-governmental body, which aims to maintain efficient, orderly and clean financial markets. It also helps consumers achieve a fair deal. The help-line we operate assists customers who may have a complaint about a financial firm or need help with financial products/services. We do not handle individual complaints but guide consumers in the right direction to enable them to deal with the issues raised.

The Role:

• Managing, motivating and coaching individual and team performance in their assistance of the client’s customers following set guidelines and procedures
• Interacting effectively with the operations management team, and providing them with analytical data as required
• Leading by example in the use of best practice and adhering to the company values
• Managing call quality, staffing levels and workflow to ensure maximum productivity
• Conducting regular floor walking and efficiently managing and resolving escalated customer calls
• Developing and mentoring team members ensuring they all have clear objectives and understand their roles, which includes carrying out appraisals and 1-2-1’s
• Creating a positive climate on the team through effective communication, team building, clear focus on objectives and regular feedback
• 80% of time is to be spent on developing, coaching and monitoring the team

Essential Experience:

• You must have similar or relevant experience of successfully leading, motivating and coaching a team, from a supervisory or management role within the contact centre environment
• Previous experience of managing the performance of individuals and their call quality.
• Conflict management experience
• Operational understanding of business requirements and good commercial awareness

Skills/Personal Attributes:

• Committed to the delivery of an exceptional level of customer service
• Natural ability to manage, lead, inspire, motivate and energise others
• Strong team player and role model, capable of gaining trust from your team and peers
• An ability to work under pressure and show resilience in a pressurised situation
• Enthusiastic, empathetic, positive, resourceful and resilient
• An ability to interpret and collate management data

Benefits include:

• 5 days annual leave and 8 days bank holiday
• BUPA Cashplan
• Childcare vouchers
• Company contributory personal pension scheme
• Full ongoing training

Hours:
37.5 hours per week, 8am to 8pm Monday to Friday, with potential for some occasional weekend work. Flexibility is required.