Customer Support Centre Team Leader

Full Time, Permanent Bedford £23,000 per annum Ref No: IPRS5826

Our client has a permanent, full time vacancy for an operationally focused Customer Support Team Leader. The Customer Support Centre is responsible for completing an array of processes & provide services to clients from start to finish. They take on average 5500 calls a week and are at the centre of all communications between clients, customers and general public, processing a large amount of data and procedures on a daily basis.

Role:

As a Team Leader you will be accountable for the management, motivation and leading your Customer Support Centre team to ensure Operational Excellence. You will ensure the consistent delivery of high levels of internal and external customer service that will enable the generation of increasing levels of profitability in day-to-day Customer Support Centre activities.

Ensure that the required standards of operation are consistently delivered by your team. Monitoring the efficiency and effectiveness of day to day work of the team and contributing to the identification of opportunities for improving service operations to meet customer expectations.

Constantly review and evaluate the effectiveness of individual team members. Targets, SLA’s & Processes.

Responsible for the leadership, motivation and development of staff, for appraising staff,
identifying their training and development needs, planning how these needs will be met and evaluating the training received.

Enact agreed objectives that supports the Customer Support Centre and set team goals that supports the delivery of own objectives.

Install appropriate quality standards into own objectives and day-to-day activities that will always ensure the delivery of Operational Excellence within your team.

Continually measure your team performance through appropriate KPIs and other indicators.

Assist in the development and promotion of a culture that actively supports the Company’s Mission, Vision & Values and where best practice is identified ensure it is shared with other team leaders to the benefit of the whole Customer Support Centre.

Assist in the installation of and maintain appropriate forms of communication with your team.

Continually measure all areas of cost throughout your team and provide relevant information to the Customer Support Centre Manager to enable budget setting and control, reporting challenges and solutions as necessary.

Continually deliver on improving the Customer Experience, both internally and externally, providing appropriate training interventions as and when required.

Ensure all correspondence and telephone queries are dealt with in accordance with agreed performance standards and provide reports on performance periodically as required.

Complaints handling and timely resolutions

Requirements:

• Proven experience in a customer focused environment as a Team Leader
• Evidence of working in support of continuous improvement and delivering high performance standards
• An understanding of cost management
• Ability to be hands on and act with integrity
• Demonstrable problem-solving skills
• Strong verbal and written communication and interpersonal skills
• Dynamic, energetic and motivational leadership style
• Good IT skills, especially in Microsoft Office & Excel
• Well-presented and professional manner
• Prioritise workload
Due to the large number of responses we receive it is not always possible to respond to every application. We will only contact those candidates short-listed for this role. If you have not heard from us within 7 days please assume you have been unsuccessful on this occasion. If you wish to apply for further roles please do so. We will retain your details on file and contact you should a suitable vacancy become available.

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