Inbound Customer Service Team Leader
Full time: Monday – Friday between the hours of 1:45pm – 10pm (37.5 hours p/w)
Starting salary between £22,000 – £25,000 PA D.O.E
Holiday entitlement: 33 days per annum (including 8 days for Bank Holidays)
Ascendant Recruitment are excited to be recruiting on behalf of their client. Our client is looking to recruit an experienced Team Leader/ Senior with demonstrable team management experience. Relevant team management experience is essential, and you will ideally come from an inbound customer service environment. The hours of work are Monday – Friday, 1:45pm – 10pm.
Summary of job purpose:
To supervise, lead and support the day to day activities of a team of Customer Service Advisors
To ensure that customer calls are dealt with efficiently and effectivelyResponsibilities of the Customer Service Advisor Team Leader:
MANAGEMENT OF STAFF AND CALL CENTRE ENVIRONMENT:
Ensure that there is adequate staff available to cover peaks and troughs
Control timekeeping, absence and holidays within the team ensuring adequate cover is available
Monitor and maintain department service level goals by ensuring customer service advisors meet phone accessibility standards
Be constantly aware of call traffic across the Call Centre and call distribution
Be sensitive and flexible to the work environment and react quickly to environmental change
Duty Manager responsibility.
Maintenance of staff level in accordance to the budget.
TEAM BUILDING/TRAINING AND DEVELOPMENT
Coach, delegate, evaluate and continually train each Customer Service Advisor.
Build and lead a strong and motivated team to achieve set/agreed targets whilst maintaining quality standards.
Work within the overall team structure of the Call Centre
Ensure high quality professional telephone skills
Feedback to team members on performance levels by monitoring, analysing statistical reports and providing monthly performance profile, individual and team
Identify training needs within the team
Compliance to quality checking and coaching requirements.
Identify system and procedural problems within the Call Centre suggest solutions and recommend change
Effectively resolve complex customer complaints by using interpersonal skills together with the knowledge of the Company infrastructure in order to rebuild customer confidence
Maintain high level of confidentiality when dealing with personal issues within the team
Be flexible in covering other teams as and when required
Attend and participate in team meetings
Train all aspects of the role to new customer service advisors.
Please apply today if you would like to be considered. WE WOULD PREFER YOUR CV IN WORD FORMAT
Due to the high volume of applications we receive, it is not always possible to get back to you within 48 hours. However, your application will be reviewed by a consultant as quickly as possible and if you are shortlisted we will aim to call you within two working days.
If this role isn’t right for you but you know somebody who would be suitable why not let us know and earn real money? We gift generously for referrals which are successful. Please check out our website for more details and our terms and conditions
If you do not receive a call please do not be despondent. Typically only one candidate can be successful per role! Please apply for any future roles in the same way. Good luck
Employment Type: Permanent