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CareerStone
,
Aylesbury, Buckinghamshire
Customer Service Team Leader - European Market Leader
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Job Type: Full-time |
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Salary: £25,000 per annum |
Overview
The Company We have an exciting opportunity for a proven Customer Service Team Leader to join a multi-award winning company, with offices across Europe. Our client is in a period of significant growth and as a result are looking to recruit a full time Customer Service Team Leader to lead and build on the success of their existing team based in central Aylesbury. The Role To oversee the day to day running of the customer service inbound and outbound telephone calls, ensuring exceptional levels of customer service are delivered at all times; whilst maintaining a supportive working environment. Main duties to include: Monitor and act on available agents, 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 / regulatory guidelines and service levels Ensure all customer service and administration activities operate efficiently and effectively on a day-to-day basis Allocate administration work Monitor employee productivity on a daily basis Be fully conversant with all campaign specifics (i.e. policy T&C’s, scripting, promotions etc.) First line contact for customer service team members Identify any training needs for individuals Oversee and mentor the training of new starters 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. Deal with non-reportable complaint customer call backs (based on investigation and findings) Log, acknowledge and escalate complaints to the Contact Centre Manager Authorise additional discounts Effective communication between team members, QA Lead, Claims Manager and Contact Centre Manager Work in conjunction with QA and Customer Service Team Leader to ensure compliance and coaching of team members Demonstrate departmental and business standards Provide 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. Conduct monthly 1-2-1’s, annual appraisals and handle disciplinary and grievance issues to facilitate and improve team performanceCarry out additional duties requested by a member of the management team, as the requirements of the business demand Sills & Requirements: Effective questioning and listening skills. Good organisational and interpersonal skills. Ability to work under pressure and to tight deadlines. Computer literate (MS Office) with keyboard skills. Precise comprehension and ability to communicate clearly in both verbal and written form. Ability to work to agreed performance targets. Ability to work independently and as part of a team. Proven experience in undertaking performance reviews Experienced in conflict and complaint management Takes ownership by using initiative and problem solving Enthusiastic and with a passion to achieve positive results Proactive attitude to learning new things and a fast learner Ability to cope well under pressure with determination and perseverance Versatile, with the ability to adapt quickly to the changing needs of a rapidly developing business. For your hard work, commitment and expertise as a Customer Service Team Leader, our client can offer you the opportunity to join an award-winning organisation with a dedicated career path and an incredible employee benefits package. Hours of working: 36 hours per week - rotational shift pattern that covers the hours of 9am- 6pm, Monday - Friday and 9am - 1pm on Saturdays, working 1 in 4 Saturdays (always with a day off in lieu).