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Marston Holding Limited / NSL Ltd
,
London, Greater London
Team Leader Roc
Overview
Job Description
Do you have great leadership skills? Have you got experience of managing and motivating a team? Do you enjoy giving great customer service? If so, NSL are looking for a Team Leader to manage, coach a develop a team of Customer Service Agents, delivering a first class service for our customers. You will hold daily meetings with your team, agreeing and setting targets developing them to deliver the best results possible for our customers and for NSL. What you will be doing... * Provide management information / reports as and when necessary for the Client Account Manager and other internal stakeholders * Ensure relevant PI's and KPI's are met for the Regional Operations Centre * To report on section progress to the Client Account Manager * To supervise, reporting any faults, the operation of the information technology system * To maintain filing systems within the contract * Communicate with members of the public on the telephone or via email particularly in difficult situations, in an effective and diplomatic manner * Investigate Client requests and escalate as necessary * Develop, keep and maintain filing systems, computerised systems, ensuring that all necessary paperwork is collated * Effectively administer HR processes including holiday requests and maintain records About you... Ability to manage a team with enthusiasm, fairness and determination. You will be an honest, assertive, confident and positive individual who is able to be one of the team, whilst maintaining your integrity and independence as their team leader. Previous experience in managing people is essential, along with the ability to lead change.