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Oxby & Parke Recruitment
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Aylesbury, Buckinghamshire
Customer Service Team Leader
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Job Type: Full-time |
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Salary: £25,000 per annum |
Overview
The Company An exciting new opportunity has become available for a Customer Service Team Leader to join a busy and dynamic contact centre within a fantastic business. A highly successful and industry leading business who operate out of state of the art, modern offices in the heat of Aylesbury. The Role This is a role for a hard working and motivated professional to join an award winning team, driving performance increasing success and exceeding all targets. As the Customer Service Team Leader, you will manage daily activities and create a supportive environment in which the highest levels of customer service can be consistently provided. You will oversee all inbound and outbound campaign activities and work with higher management to improve performance throughout the team. Responsibilities include: Monitor call volumes and service levels on a day to day basis for inbound and outbound campaigns Ensure all activity is in line with current compliance and regulatory guidelines Ensure all customer service and administration activities operate efficiently and effectively on a day-to-day basis Allocate administration work and monitor employee productivity on a daily basis Become a product expert and fully conversant with all campaign specifics (policy T&C’s, scripting, promotions etc.) Act as the first line contact for customer service team members, including any immediate escalation issues Iidentify any individual training needs Oversee and mentor the training of new starters and complete call listening and investigation, as and when required Act as first point of escalation for customer service and administration complaints received by team members and support the team in answering ad-hoc customer enquiries. Log, acknowledge and escalate complaints to the Contact Centre Manager and handle non-reportable complaint customer call backs (based on investigation and findings) Maintain effective communication between team members, QA Lead, Claims Manager and Contact Centre Manager Demonstrate departmental and business standards and maintain exemplary levels of customer service at all times Support the team in creating a motivational and supportive working environment Address unsatisfactory performance, problem behaviour and attendance in line with the company policies and procedures. Conducting Monthly 1-2-1's, annual appraisals and handle any disciplinary/grievance issues within the team. About You Relevant and demonstrable experience, at a Team Leader level or an equivalent role, in a Contact Centre environment Experience in managing teams to maintain and exceed agreed performance targets Strong and demonstrable customer service skills and experience Proven ability to coach, motivate and develop team members Clear oral and written communication skills Highly organised and able to prioritise workloads, working to tight deadlines Proven ability in first line management and addressing unsatisfactory performance and absence management; able to confidently conduct performance reviews Excellent interpersonal, questioning and listening skills Reliable with a sense of responsibility and maturity essential Enthusiastic, approachable and flexible with the desire to succeed Ability to work to agreed performance targets and deliver team KPI's Confident in conflict and complaint management Versatile, with the ability to adapt quickly to the changing needs of a rapidly developing business The Package Starting Salary: £25,000 - £28,000 p/a (dependant on experience) 25 days paid holiday, plus bank holidays Competitive pension and life assurance scheme Discounted gym membership, online and high street discounts Company social events and charity days Working hours: (Mon-Fri) 9am - 8pm, rotating shift pattern. 1 in every 4 Saturdays.